We are seeking an experienced and proactive Customer Care Manager to lead and expand our customer service operations. The ideal candidate will maintain high-quality service standards manage day-to-day activities and achieve targets with the team. This role involves leadership with operations team management training and customer interaction across various communication platforms.
Ensure Service Quality: Implement QA processes monitor team performance and ensure adherence to service standards.
Achieving KPIs: Ensuring all teams are meeting their KPIs and are on track. Also responsible for managing the lagging KPIs.
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
Masters or Bachelors complete degree
3 years of experience in customer service or similar role and lead a team of 20 people.
Proficiency in using customer communications
Strong organizational and conflict-resolution skills.
Excellent verbal and written communication abilities.
Proven ability to motivate and manage teams towards achieving goals.
Data analytics excel or SQL skills
We are seeking an experienced and proactive Customer Care Manager to lead and expand our customer service operations. The ideal candidate will maintain high-quality service standards manage day-to-day activities and achieve targets with the team. This role involves leadership with operations team ma...
We are seeking an experienced and proactive Customer Care Manager to lead and expand our customer service operations. The ideal candidate will maintain high-quality service standards manage day-to-day activities and achieve targets with the team. This role involves leadership with operations team management training and customer interaction across various communication platforms.
Ensure Service Quality: Implement QA processes monitor team performance and ensure adherence to service standards.
Achieving KPIs: Ensuring all teams are meeting their KPIs and are on track. Also responsible for managing the lagging KPIs.
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
Masters or Bachelors complete degree
3 years of experience in customer service or similar role and lead a team of 20 people.
Proficiency in using customer communications
Strong organizational and conflict-resolution skills.
Excellent verbal and written communication abilities.
Proven ability to motivate and manage teams towards achieving goals.
Data analytics excel or SQL skills
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Posted on:
Yesterday
Vacancies:
1 Vacancy
