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 regular team meetings, training, coaching, quality audits, and performance reviews.
Prepare and share regular MIS and performance reports covering team productivity, customer issues, activations, ratings, and other key metrics.
Collaborate with Sales, Marketing, E-commerce, Operations, and Product teams to resolve customer issues and improve the overall customer journey.
Identify recurring customer issues and recommend process/product improvements to management.

Key Performance Indicators (KPIs)

Customer Activation: Achieve customer activations equivalent to 15% of total activations through the Customer Care function.
Amazon Rating: Drive and maintain 5-star customer ratings/reviews on Amazon through proactive customer engagement and issue resolution.
Negative Reviews: Proactively resolve customer concerns to maintain zero negative/unresolved customer escalations on Amazon.
Team Performance: Ensure the Customer Care team consistently meets defined productivity, quality, and service-level targets.
Customer Satisfaction: Maintain high customer satisfaction through timely resolution and effective customer communication.

Experience & Qualifications

5+ years of experience in Customer Care, Customer Support, Customer Experience, Customer Operations, or a related function.
Minimum 2–3 years of experience in team handling/leadership.
Experience in D2C, e-commerce, consumer products, retail, or high-volume customer support will be preferred.
Proven experience in handling customer escalations, complaints, and resolution management.
Experience working with CRM, ticketing, call management, or customer support tools.
Strong understanding of customer support metrics, team productivity, quality monitoring, and MIS reporting.
Strong leadership, communication, problem-solving, and people-management skills.
Ability to work in a fast-paced, target-driven startup environment.

Ideal Candidate

We are looking for someone who can build and lead the Customer Care function, rather than someone who only manages a telecalling team. The candidate should be comfortable taking ownership of customer experience, activations, team performance, escalations, Amazon ratings, and process improvement.

Head of Customer Care