*Customer Care Lead*

* Spearhead customer follow-up initiatives, driving engagement and retention through strategic phone calls and personalized communication. * Foster strong relationships with existing customers, ensuring regular updates and proactive issue resolution to promote loyalty and satisfaction. * Architect and execute plans to re-engage inactive customers, leveraging data-driven insights to inform outreach efforts and boost sales. * Manage and resolve customer complaints in a timely and professional manner, ensuring seamless issue resolution and enhanced customer experience. * Collaborate with the sales team to provide order status updates, delivery coordination, and payment follow-up, streamlining the sales process and driving revenue growth. * Develop and maintain a comprehensive customer database, capturing key information such as buying history, product preferences, and feedback to inform business decisions. * Drive tele sales activities, identifying and qualifying leads, and forwarding high-potential opportunities to the sales team to accelerate conversion rates. * Analyze and report on customer feedback, providing actionable insights on price, product quality, service, and delivery to inform business improvement initiatives. * Prepare and submit daily, weekly, and monthly reports, including call reports, follow-up reports, and customer feedback summaries, to ensure transparency and accountability. * Lead and supervise customer care team members, promoting a culture of excellence, discipline, and customer-centricity. * Identify and escalate critical customer issues, complaints, or market feedback to management, ensuring prompt attention and resolution to mitigate risk and protect brand reputation. * Continuously monitor and improve customer communication standards, call tone, and follow-up discipline, ensuring a world-class customer experience that drives loyalty and retention.