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Customer Care Lead
Customer Service Call Centre
💰 Salary Not shared
📊 Market ₹40,000–₹70,000/mo (₹480,000–₹840,000/yr)
About the Company
ZEISS India is a subsidiary of Carl Zeiss AG, a German manufacturer of optical systems, industrial measuring and medical devices. The company provides solutions for various industries, including healthcare, research, and industrial manufacturing. Optics and Photonics Specialties: Microscopy, Medical Technology, Industrial Metrology
About the Role
, data analytics, and stakeholder management across the region. The person will manage day-to-day service operations, monitor performance, identify operational gaps, and ensure timely resolution of issues.
Responsibilities
- ● Managing customer care and service operations across assigned locations.
- ● Monitoring operational performance and ensuring service standards are met.
- ● Identifying bottlenecks, risks, recurring issues, and driving corrective actions.
- ● Developing and improving SOPs, workflows, and operational controls.
- ● Conducting RCA and implementing corrective and preventive actions.
- ● Preparing dashboards, MIS, and management reports.
- ● Converting operational data into actionable insights.
- ● Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.
- ● Managing customer escalations and improving customer experience.
- ● Leading or supporting projects related to process improvement, automation, digitisation, and customer experience.
- ● Supporting team performance reviews, capability development, and governance.
- ● The candidate should have:
- ● Bachelor's degree; MBA/PGDM preferred.
- ● Minimum 6-8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.
- ● Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous.
- ● Strong understanding of service operations and performance management.
- ● Ability to create SOPs, map processes, identify gaps, and drive standardisation.
- ● Strong analytical and numerical skills.
- ● Proficiency in Advanced MS Excel .
- ● Power BI or dashboarding exposure preferred.
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