Customer Care Supervisor (Kozhikode) Potafo Private Limited

About Potafo Private Limited

Job Description

About the Role: Potafo is looking for a Customer Care Supervisor to lead our customer support team, ensuring exceptional service and smooth operations. You will oversee daily team activities, handle escalations, and drive improvements in customer satisfaction. Key Responsibilities: Team Leadership: Supervise, train, and mentor the customer care team, ensuring high performance and engagement. Customer Support Operations: Oversee daily interactions, ensuring timely and effective resolutions across calls, chats, and emails. Issue Resolution: Handle escalated customer complaints professionally and efficiently. Process Improvement: Identify gaps, implement strategies, and optimize workflows for better efficiency. Performance Monitoring: Track KPIs, conduct quality checks, and provide feedback for continuous improvement. Collaboration: Work closely with other departments like Operations and Fleet to resolve issues. Reporting & Analytics: Generate reports on customer concerns, team performance, and service metrics. Requirements: Experience: 2-4 years in customer service, with at least 1 year in a supervisory role. Skills: Strong leadership, problem-solving, and communication skills. Tech-Savvy: Familiarity with CRM tools and customer support software. Language: Proficiency in English and Malayalam (preferred). Work Environment: Ability to work in a fast-paced, dynamic setup. Why Join Potafo Fast-growing company with exciting career opportunities Collaborative and vibrant work culture Performance-based growth and incentives Ready to lead and make an impact Join us! Job Type: Full-time Benefits: Health insurance Provident Fund Schedule: Day shift Performance bonus Yearly bonus Ability to commute/relocate: Kozhikode, Kerala: Reliably commute or planning to relocate before starting work (Preferred) Work Location: In person,