AGM/GM - Customer Care

• To monitor & supervise the customer service team & ensure all complaints are resolved in

Turnaround times defined

• Coordinating with Department Heads & ensure all complaints are resolved in Turnaround

time defined

• Bringing Escalations to senior management timely

• Improve customer service at training centres by monitoring & also physically auditing the

centre .

• Proactively checking & monitoring customer satisfaction & ensuring timely resolutions

• Prepares customer care performance reports as defined from time to time .

• Deal with irate customers tactfully & in a polite manner

• Communicating with customers on e mail , phone & in person