Customer Care Manager – Job Post

About the Company

The Professional Couriers Network Limited is one of India’s leading courier and logistics companies, offering reliable and customer-focused solutions nationwide. We are seeking an experienced Customer Care Manager to lead and strengthen our customer service operations in Kolkata.

Job Summary

The Customer Care Manager will supervise the customer support team, handle escalations, and ensure timely and effective resolution of customer issues. Candidates must have at least 5 years of customer care experience, preferably in courier/logistics.

Responsibilities

• Supervise and lead a team of customer care executives.
• Oversee daily operations including calls, emails, and walk-ins.
• Ensure timely resolution of shipment, delivery, and claim-related issues.
• Handle escalated customer complaints and coordinate with operations teams.
• Implement customer service SOPs and maintain service quality standards.
• Prepare and analyze MIS reports for calls, complaints, and performance.
• Coordinate with branches, hubs, and franchise partners.
• Conduct team meetings and performance reviews.
• Build strong relationships with key retail and corporate clients.

Requirements

• Graduate (Business Administration / Logistics preferred).
• Minimum 5 years of customer care experience (courier/logistics preferred).
• Strong leadership and communication abilities.
• Proficiency in MS Excel, CRM tools, and tracking software.
• Problem-solving attitude with customer-first mindset.
• Fluency in English, Hindi, and Bengali preferred.

Benefits

• Competitive salary: ₹25,000 – ₹30,000 per month
• Cell phone reimbursement
• Paid time off
• Leave encashment
• Provident Fund

Work Location

In-Person – Tiljala, Kolkata