Head - Customer Care

We are hiring Head Customer Care for our client in Education Sector,

Frankfinnn Aviation Services.

Job Title: AGM Customer Care

Location: Gurugram

Minimum Experience : 13+ years

Function: Customer Care

Job Summary:

We are looking for an experienced and proactive professional to lead our Customer Care function as AGM/GM. The role involves overseeing team performance, ensuring customer satisfaction, and managing escalations across service-driven operations.

Key Responsibilities:

- Lead, supervise, and monitor the Customer Service team to ensure timely resolution of customer complaints in line with defined turnaround times (TATs).

- Coordinate effectively with Department Heads to ensure prompt and efficient complaint resolution.

- Escalate critical issues to senior management in a timely and accurate manner.

- Enhance customer service experience at training centres through regular monitoring and physical audits.

- Proactively measure and track customer satisfaction, and implement timely interventions for improvement.

- Prepare and maintain periodic performance reports related to customer care activities.

- Handle irate or dissatisfied customers tactfully and courteously, maintaining high standards of professionalism.

- Communicate with customers across multiple channels including email, phone, and in-person meetings.

Required Qualifications:

- Minimum Education: Bachelors Degree in Arts, Commerce, or Science. An MBA is preferred.

- Industry Exposure: Must have experience in sectors such as Telecom, Health Insurance, Hospitality, or Banking.

- IT Skills: Proficient in MS Office; strong analytical skills are essential.

Travel: Required, based on business needs.