Head of Customer Care

Company Description

Marc Salon & Beauty Equipments is a leading manufacturer of salon and spa furniture in India, known for its high-quality products under the MARC brand. The company offers a comprehensive range of salon chairs, barber chairs, shampoo stations, facial beds, hair care equipment, beauty equipment, and spa furniture. Marc supports both new salon setups and refurbishments, providing modern designs and durable solutions tailored to professional environments. With a broad portfolio and strong industry presence, the company serves salons and spas seeking reliable, stylish, and functional equipment.

Job Title – Head of Customer Care

Job Type – Full Time (Monday to Saturday) (9:30 am – 6:30 pm).

Job Summary

Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminating feedback to the appropriate internal entities. Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers' issues and complaints according to agreed requirements.

Core Responsibilities

• Develop and implement customer service strategies and processes that align with our overall business objectives and goals.
• Manage and lead a team of customer service representatives, providing guidance, coaching, and support as needed.
• Analyze customer service data and KPIs to identify areas for improvement and implement solutions to enhance the customer experience.
• Work closely with our manufacturing and operations teams to ensure that we are meeting customer needs and delivering high-quality products on time.
• Develop and maintain strong relationships with our customers, acting as the primary point of contact for all customer service inquiries and concerns.
• Monitor customer feedback and reviews, responding to customer complaints and implementing solutions to address any issues.
• Utilize analytics tools such as PowerPivot, and Advanced Excel to track customer service performance and identify areas for improvement.
• Manage customer service budgets and resources, ensuring that we are operating efficiently and effectively.
• Provide regular reports and updates to senior management on customer service performance and initiatives.
• Tech-Savviness: Proficiency in business software (e.g., ERPs, CRM systems, productivity applications).

Qualifications

• Typically requires a Bachelor's degree in Business Administration or a relevant field (Any Graduation)
• 10+ years of progressive handling of customers service teams & management experience.

In Hand Salary

75k - 90k