Customer Care Manager

As a Customer Care Manager, you will also analyze key performance metrics to identify areas for improvement and implement solutions to elevate our service standards. If you're passionate about customer service and have a knack for leadership, we would love to have you on board!

Responsibilities

• Lead and motivate the customer care team to achieve service excellence and productivity targets.
• Monitor customer interactions to ensure compliance with company policies and service standards.
• Develop training programs and workshops to enhance team skills and knowledge.
• Establish metrics and benchmarks to assess team performance and customer satisfaction.
• Act as an escalation point for complex customer issues, providing effective resolutions.
• Collaborate with other departments to address customer concerns and improve service delivery.
• Continuously analyze feedback and trends to optimize customer care processes.

Requirements

• Bachelor's degree in business administration, management, or a related field.
• Minimum of 3 years of experience in customer service roles, with at least 1 year in a managerial position.
• Proven leadership and team management skills, with a focus on cultivating a high-performance culture.
• Strong analytical skills to interpret performance data and identify areas for improvement.
• Excellent communication and interpersonal skills, with the ability to engage and inspire team members.
• Demonstrated problem-solving abilities and a customer-first mentality.
• Familiarity with customer service software and CRM systems.