Customer care Manager
Customer care Manager
Posted on :
21-09-2024
Employer Active
1 Vacancy
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Job Description
Overview: As a Customer Care Manager you will play a crucial role in overseeing the customer service operations of the company. Your primary responsibility will be to ensure exceptional customer satisfaction and maintain strong customer relationships. You will lead a team of customer service representatives resolve escalated customer issues and implement strategies to enhance the overall customer experience.
Key Responsibilities:
- Manage and lead a team of customer service representatives
- Develop and implement customer service policies and procedures
- Resolve escalated customer complaints and issues
- Monitor customer service metrics and KPIs
- Implement strategies to improve customer satisfaction
- Train and onboard new customer service staff
- Collaborate with other departments to ensure seamless customer experience
- Conduct performance evaluations and provide feedback to team members
- Identify customer service trends and make recommendations for improvement
- Participate in the recruitment process for customer service staff
- Handle complex or highvalue customer interactions
- Ensure compliance with relevant regulations and policies
- Manage customer communication channels (phone email chat etc.)
- Track and analyze customer service data to identify areas for improvement
- Develop and maintain positive relationships with key customers
Required Qualifications:
- Bachelors degree in Business Administration or related field
- Proven experience in a customer service management role
- Excellent leadership and decisionmaking skills
- Strong understanding of customer relationship management (CRM) systems
- Exceptional problemsolving abilities
- Outstanding communication and interpersonal skills
- Ability to handle difficult customer interactions with professionalism
- Proficiency in MS Office and customer service software
- Demonstrated experience in developing and implementing customer service strategies
- Knowledge of industry best practices in customer service
- Ability to work effectively under pressure and meet deadlines
- Proven track record of improving customer satisfaction metrics
- Experience in training and mentoring customer service staff
- Strong analytical and reporting skills
leadership,customer relationship management,ms office,analytical skills,industry best practices,team management,mentoring,interpersonal,reporting skills,customer service software,training,crm systems,communication,strategy development,problem-solving,customer service management
Employment Type
Full Time
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