Company: TechXR Innovations Pvt. Ltd. – Durlabh Darshan
Location: Bhopal
Job Type: Full time, On-site
Working Days: 6 Days (Monday–Saturday)

About the Role

We are looking for an experienced Head – Customer Care to lead and manage the customer care function for Durlabh Darshan. The role will be responsible for managing the customer care team, driving customer activations, ensuring excellent customer experience, handling escalations, and maintaining high customer satisfaction across all support channels.

The ideal candidate should have strong team management, customer service, escalation handling, and performance management skills, with the ability to build efficient customer care processes in a fast-paced environment.

Key Responsibilities

• Lead and manage the Customer Care team to ensure smooth day-to-day operations and achievement of team targets.
• Drive customer engagement and activations through the Customer Care function.
• Own the end-to-end customer experience, including post-purchase support, product-related queries, complaints, follow-ups, replacements,



and resolutions.
• Handle critical customer escalations and ensure timely and satisfactory resolution.
• Monitor team performance, call quality, response time, resolution time, and overall service quality.
• Develop and implement SOPs, processes, escalation mechanisms, and quality standards for the Customer Care team.
• Monitor customer interactions across calls, WhatsApp, email, CRM/ticketing systems, and other support channels.
• Proactively follow up with customers to improve engagement, activation, satisfaction, and overall experience.
• Work towards achieving 5-star customer ratings and reviews on Amazon through effective customer engagement and issue resolution.
• Identify customer concerns and proactively resolve them to minimize and prevent negative reviews/escalations.
• Maintain accurate customer records, interaction history, complaints, resolutions, and follow-ups in the CRM.
• Conduct regula

📌 Head of Customer Care (Bhopal)
🏢 TechXR Innovations Private
📍 Bhopal