Customer Care Lead
Customer Care Lead
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
Job Description:
We are seeking a motivated and experienced Customer Care Lead to join our team. As a Customer Care Lead you will be responsible for managing and overseeing our customer service team to ensure outstanding customer support and satisfaction. You will play a key role in developing and implementing strategies to enhance customer care processes improve efficiency and drive customer loyalty.
Key Responsibilities:
Manage and lead a team of customer care representatives providing guidance support and training as needed.
Monitor and evaluate team performance identifying areas for improvement and implementing corrective actions.
Foster positive relationships with key customers and Implement best practices to enhance customer satisfaction and retention.
Develop and maintain customer care policies and procedures to ensure consistent service delivery.
Monitor calls emails and other customer interactions for quality assurance purposes.
Handle escalated customer inquiries and complaints resolving issues promptly and effectively.
Collaborate with other departments (e.g. Sales Marketing Operations) to ensure seamless customer interactions and alignment on service standards.
Analyze customer feedback and data to identify trends and opportunities for service enhancements.
Prepare regular reports and presentations on customer care metrics team performance and customer satisfaction.
Stay informed about industry trends and best practices in customer service management.
Qualifications:
Bachelor s degree in Business Administration Communications or a related field (preferred).
Proven 2 years experience in a customer service or customer care role with at least 1 year in a leadership position (preferred)
Excellent communication and interpersonal skills with a strong customer-centric approach.
Solid understanding of customer service principles and practices.
Ability to effectively manage a team prioritize tasks and meet deadlines in a fast-paced environment.
Strong analytical skills and the ability to interpret data to drive decision-making.
Certification in Customer Service Management (e.g. HDI-CSM) is a plus
interpersonal skills,customer service,analytical skills,team leadership,communication,customer service management,customer,customer satisfaction strategies,customer care
Employment Type
Full Time
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