ZEISS
CustomerCareLead
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Care Lead at ZEISS. Skills: Customer Care, Operations, People Management, Communication. Document customer complaints and escalations, report them appropriately, and work towards prompt resolution within defined TATs. Communicate daily with customers and internal teams via email, phone calls, and WhatsApp to ensure effective coordination and high-quality customer service”
What You'll Achieve.
work towards prompt resolution within defined TATs; ensure effective coordination and high-quality customer service; support decision-making; keeping customers informed and satisfied even under pressure; ensure all stakeholders are aligned; following company procedures and compliance standards for all service and order management tasks
Industry & Context.
problem-solving and troubleshooting abilities; handle customer complaints and complex issues effectively
What They're Looking For.
Must Have
Customer services & support, Document customer complaints and escalations, report them appropriately, and work towards prompt resolution within defined TATs, Communicate daily with customers and internal teams via email, phone calls, and WhatsApp to ensure effective coordination and high-quality customer service, People Management skills- Should have managed a large team (Span of control)of 20 or more, Must be having customer care and operation skills and roles as direct responsibilities as experience, Logistics, delivery management skills, Provide relevant data and prepare regular reports for management or other departments as required to support decision-making, Language and communication skills- English, Hindi & Marathi is a must, Outstanding verbal and written communication skills, with professional phone and email etiquette for handling customer and partner inquiries, Competency in using computers and standard office software (especially MS Excel for reports) and ability to work with CRM/ERP or order management systems, problem-solving and troubleshooting abilities, with the patience and empathy to handle customer complaints and complex issues effectively, Ability to manage multiple orders and inquiries simultaneously while maintaining attention to detail and accuracy in data/information recording, Customer-first attitude with a proactive approach to capable of keeping customers informed and satisfied even under pressure, Excellent interpersonal skills and a collaborative mindset to work closely with cross-functional teams (Sales, Logistics, Labs, MSP, etc. ) and ensure all stakeholders are aligned, Attention to detail and a process-driven mindset, following company procedures and compliance standards for all service and order management tasks
What You'll Do.
Document customer complaints and escalations
report them appropriately
and work towards prompt resolution within defined TATs
Communicate daily with customers and internal teams via email
and WhatsApp to ensure effective coordination and high-quality customer service
Provide relevant data and prepare regular reports for management or other departments as required to support decision-making
How You'll Work.
Team & Collaboration
Communicate daily with customers and internal teams via email, phone calls, and WhatsApp to ensure effective coordination and high-quality customer service; Excellent interpersonal skills and a collaborative mindset to work closely with cross-functional teams (Sales, Logistics, Labs, MSP, etc. ) and ensure all stakeholders are aligned
Communication Scope
English; Hindi; Marathi; Outstanding verbal and written communication skills; professional phone and email etiquette
Full Job Description
**ZEISS in India** ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics. ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. Further information at [ZEISS India](https://www.zeiss.co.in/corporate/home.html). * Proficiency in any ERP system & Proficiency in MS Office. * Customer services & support * Document customer complaints and **escalations** , report them appropriately, and work towards prompt resolution within defined TATs * Communicate daily with customers and internal teams via email, phone calls, and WhatsApp to ensure effective coordination and high-quality customer service. * People Management skills- Should have managed a large team (Span of control)of 20 or more . * Must be having customer care and operation skills and roles as direct responsibilities as experience. Logistics, delivery management skills * Provide relevant data and prepare regular reports for management or other departments as required to support decision-making. * Experience: 8-10 years * Language and communication skills- English ,Hindi & Marathi is a must. * Outstanding verbal and written communication skills, with professional phone and email etiquette for handling customer and partner inquiries. * Competency in using computers and standard office software (especially MS Excel for reports) and ability to work with CRM/ERP or order management systems. * Strong problem-solving and troubleshooting abilities, with the patience and empathy to handle customer complaints and complex issues effectively. * Ability to manage multiple orders and inquiries simultaneously while maintaining attention to detail and accuracy in
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