Customer Care Manager

The Customer Care Manager will be a pivotal leader within our organization, responsible for ensuring that our clients receive the highest level of service and satisfaction. This role involves overseeing the customer care team, developing strategies to improve the customer experience, and acting as the primary point of contact for resolving escalated issues. Our ideal candidate is passionate about delivering exceptional service and has a proven track record in customer relationship management.

Responsibilities

• Manage and lead the customer care team, providing guidance, training, and performance evaluations.
• Develop and implement customer service policies and procedures to ensure consistent service delivery.
• Analyze customer feedback and metrics to identify areas for improvement and implement actionable solutions.
• Handle escalated customer inquiries and complaints promptly, ensuring customer satisfaction and loyalty.
• Collaborate with other departments to enhance service delivery and resolve customer concerns effectively.
• Track and report on key performance indicators related to customer care, such as response times and resolution rates.
• Organize regular training sessions for the customer care team to improve skills and product knowledge.

Requirements

• Bachelor's degree in business, communications, or a related field.
• Minimum of 3-5 years of experience in customer service management, preferably in a service industry.
• Strong leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Ability to analyze data and develop insights to enhance customer satisfaction.
• Proficiency in customer relationship management (CRM) software and support ticket systems.
• Problem-solving mindset with a dedication to improving the customer experience.
• Flexibility to adapt to changing circumstances and priorities within a fast-paced environment.