We are looking for an experienced and proactive Customer Care Lead to lead and grow our customer service operations. The ideal candidate will maintain highquality service standards manage day to day activities and achieve targets with team. This role involves leadership with operations team management training and customer interaction across various communication platforms.
Lead Customer Care Operations: Manage daily customer service activities including team rosters workflow optimization and target achievement.
Ensure Service Quality: Implement QA processes monitor team performance and ensure adherence to service standards.
Handle Escalations: Resolve complex customer complaints and conflicts effectively to maintain customer satisfaction.
Train & Develop Team: Conduct training sessions update documentation and ensure team readiness for handling diverse scenarios.
Oversee Communication Platforms: Manage customer interactions on Intercom and Unifonic ensuring timely and accurate responses.
Report & Analyze Performance: Maintain documentation and analyze data to improve processes and identify growth opportunities.
Requirements
D.Pharm MBA or business degree or related field
35 years of experience in customer service with at least 12 years in a leadership role.
Proficiency in using customer communications
Strong organizational and conflictresolution skills.
Excellent verbal and written communication abilities.
Proven ability to motivate and manage teams towards achieving goals.
Data analytics excel or SQL skills