Customer Care Manager - Communication & Benchmarking

Job Requirements

Position Overview:

We are seeking a highly skilled and motivated Customer Care Manager - Communication & Prevention to join our team at Tanshiq. As the Customer Care Manager, you will be responsible for developing and managing communication channels across all platforms and ensuring a seamless customer journey. Your primary focus will be on strengthening customer relationships and preventing any potential issues or challenges.

Responsibilities:

• Develop and implement effective communication strategies to enhance customer experience and satisfaction.
• Ensure timely and accurate responses to customer inquiries and complaints.
• Evolve customer propensity based resolution mechanism basis identified parameters
• Coordinate with Learning & Development and Customer Experience Managers to cascade resolution incidences with wider relevance with an aim to educate and prevent
• Develop customer sensitivity indicators in CRM basis escalations, exceptions, Senior Management connect etc
• Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.
• Monitor customer feedback and identify areas for improvement in products, services, and processes.
• Analyze customer data and trends to identify patterns and proactively prevent potential issues.
• Benchmark best practices inside and outside Titan Company Limited and integrate them in Tanishq Care
• Develop and maintain customer care policies and procedures to ensure consistency and efficiency.
• Stay up-to-date with industry trends and best practices in customer care management.

If you are a dedicated and customer-focused professional with a passion for delivering exceptional customer journeys, we would love to hear from you. Join our team at Tanshiq and contribute to enhancing our customers' journey through effective communication and prevention strategies.

Work Experience

• MBA or equivalent
• Previous work experience in the domains of customer communication preferrably on the side Customer Care
• Preferred industries- Automobiles, Consumer Durables, E-Commerce
• Work experience- 6 to 7 years