Team Leadership: Lead, mentor, and manage a team of customer care representatives, ensuring high performance, engagement, and job satisfaction.
Customer Support Management: Oversee customer support operations, ensuring all customer inquiries, complaints, and issues are handled promptly and effectively.
Process Improvement: Identify areas of improvement in the customer service process and implement strategies for increasing efficiency and satisfaction.
Customer Experience Enhancement: Develop initiatives to improve the overall customer experience, ensuring our services align with customer expectations and industry best practices.
Escalation Management: Act as an escalation point for complex or unresolved customer issues, ensuring they are addressed and resolved effectively.
Performance Monitoring: Track key performance indicators (KPIs) such as response times, resolution times, customer satisfaction (CSAT), and customer retention. Implement corrective actions as needed to improve performance.
Training & Development: Provide ongoing training and professional development opportunities for customer care team members, ensuring they are well-equipped to deliver top-tier service.
Reporting & Analysis: Generate regular reports on customer service metrics, customer feedback, and team performance. Present insights and recommendations to senior management.
Cross-Department Collaboration: Work closely with other departments (sales, marketing, product development, etc.) to ensure alignment and resolve customer concerns effectively.
Policy & Procedure Development: Develop, implement, and review customer service policies and procedures, ensuring consistency and quality in customer care.
Bachelor's degree in Business Administration, Communications, or a related field (preferred).
Proven experience (3+ years) in customer service or customer care management, preferably in a leadership role.
Strong leadership skills with a focus on team building, motivation, and performance management.
Exceptional communication and interpersonal skills.
Excellent problem-solving skills and the ability to handle escalated customer issues with empathy and professionalism.
Strong organizational and time-management skills.
Experience with CRM tools and customer service management software.
Ability to analyze customer service data and create actionable reports and insights.
Preferred Skills
Experience with customer service frameworks (e.g., Service Level Agreements, CSAT, NPS).
Proficiency in data analysis and reporting tools (Excel, Google Analytics, etc.).
Knowledge of call center operations or multi-channel support systems (email, live chat, social media).
