Customer Care Manager

We are seeking an experienced and dynamic Customer Care Manager to lead our customer service team. The ideal candidate will possess strong leadership skills exceptional communication abilities and a comprehensive understanding of retail management. This role involves managing staff ensuring excellent customer experience and maintaining operational efficiency to drive business growth.

• Team Leadership & Coaching: Recruit train and mentor customer service representatives. Manage schedules conduct regular performance reviews and guide staff on resolving complex or escalated customer disputes
• Policy & Procedure Development: Design and implement customer service policies scripts and workflows to ensure consistent high-quality service delivery.
• Issue Escalation: Step in to resolve highly complex or escalated customer complaints when representatives require managerial intervention
• Cross-Functional Collaboration: Act as the liaison between the customer care team and other departments (e.g. IT product development or sales) to address systemic issues and improve products

• Proven management experience in retail or customer service environments with supervising responsibilities
• Strong negotiation sales management and retail math skills
• Exceptional verbal and written communication skills including phone etiquette and interpersonal interactions with a highly professional empathetic and solution-oriented mindset.
• Excellent organizational skills with the ability to multitask efficiently in a fast-paced setting
• Strong computer skills and hands-on familiarity with modern customer relationship management software ticketing systems and helpdesk tools.
• Bilingual or multilingual abilities are highly desirable for diverse customer engagement
• Proficiency in inventory management systems and POS software
• Effective training & development capabilities to mentor staff and improve team performance
• Leadership qualities with experience in assistant manager roles or store management positions
• Ability to manage time effectively while overseeing multiple responsibilities simultaneously

Required Experience:

Manager