Senior Executive - Customer Care

ASTER DM HEALTHCARE LIMITED is looking for Senior Executive - Customer Care to join our dynamic team and embark on a rewarding career journey

• As a Customer Care Senior Executive, your role involves overseeing and managing customer care operations within a company
• You are responsible for ensuring high-quality customer service, resolving complex issues, and supervising a team of customer care representatives

Your key responsibilities may include:

• Team Management: You will be responsible for supervising and leading a team of customer care representatives
• This involves training, coaching, and providing guidance to ensure excellent customer service
• Customer Issue Resolution: You will handle complex customer issues and escalations that require senior-level intervention
• This could involve resolving complaints, providing solutions, and ensuring customer satisfaction
• Process Improvement: As a senior executive, you'll need to identify areas for improvement within the customer care department
• This could involve streamlining processes, implementing new technologies or tools, and enhancing the overall customer experience
• Performance Monitoring: You will monitor the performance of the customer care team, tracking key metrics such as customer satisfaction, response times, and issue resolution rates
• Regular feedback and performance evaluations will be part of your responsibilities
• Customer Relationship Management: You will build and maintain positive relationships with key customers, ensuring their needs are met and addressing any concerns they may have
• Reporting: You will prepare reports and presentations on customer care metrics, team performance, and customer feedback
• This information will be shared with senior management to guide decision-making and strategic planning
• Training and Development: You will identify training needs within the customer care team and coordinate training programs to enhance their skills and knowledge
• This could include product training, customer service techniques, or soft skills development
• Collaboration: You will collaborate with other departments, such as sales, marketing, and product development, to gather feedback, address customer pain points, and improve overall customer satisfaction