Head of Customer Care(e-commerce) at Capsgain Solutions

We are seeking an experienced and results-driven Head of Customer Care(e-commerce)to lead, manage, and scale our online sales operations. The ideal candidate is a strong leader with a proven track record in e-commerce customer care/sales performance, team management, revenue growth, and operational excellence.

KEY RESPONSIBILITIES

• Lead and manage the e-commerce telesales team (Telesales Agents, and other sales staff).
• Improve sales scripts, objection handling frameworks, and upselling strategies
• Ensure proper follow-up systems for leads, pending confirmations, and delivery coordination.
• Oversee CRM usage, sales tracking, and reporting accuracy.
• Conduct regular training sessions, performance reviews and strategy meetings.
• Build a high-performance culture focused on discipline, ownership, and results.
• Identify operational gaps and implement structured sales SOPs.
• Collaborate with other department - Operations, Delivery Agents, Marketing Warehouse to achieve set targets.
• Provide customer insights to management for product and pricing improvements.

QUALIFICATIONS

• HND/BSC/BA in sales, customer relationship management or any related field
• Minimum of 3–5 years experience in sales, with at least 3 years in e-commerce
• Proven track record of managing and scaling a high-performing sales team.
• Strong understanding of CRM systems and performance metrics.
• Excellent leadership, sales, and communication skills.
• Strong analytical and problem-solving ability.
• High level of accountability, discipline, and results orientation.