Job Description

Job Summary

We are seeking an experienced and dynamic Customer Care Manager to lead our customer service team. The successful candidate will be responsible for overseeing customer interactions, ensuring high levels of satisfaction, and driving continuous improvement in service delivery. This role requires strong leadership, excellent communication skills, and the ability to manage a diverse team across multiple languages. The ideal applicant will possess supervisory experience and be fluent in English and Spanish, with a keen eye for analysis and process optimisation.

Duties

Lead and supervise the customer care team to deliver exceptional service standards. Develop and implement customer service policies, procedures, and best practices. Analyse customer feedback and service metrics to identify areas for improvement. Manage escalations effectively, ensuring timely resolution of complex issues. Foster a positive team environment through coaching, training, and leadership development programmes. Coordinate with other departments to ensure seamless communication and service delivery. Monitor team performance against KPIs and prepare reports for senior management. Utilise multilingual skills to communicate with a diverse customer base in English and Spanish. Organise regular training sessions to enhance team skills in communication, problem-solving, and product knowledge.

Experience

Proven management or supervisory experience within a customer care or service environment. Strong analysis skills with the ability to interpret data and implement improvements accordingly. Demonstrable leadership qualities with excellent organisational abilities. Fluency in English is essential; proficiency in Spanish is highly desirable. Multilingual capabilities that support effective communication across diverse customer groups. Excellent communication skills, both written and verbal, with the ability to motivate teams and build rapport with customers. Experience working with customer relationship management (CRM) systems is advantageous. This role offers an exciting opportunity for a proactive leader passionate about delivering outstanding customer experiences while fostering a collaborative team environment. Applicants should demonstrate a commitment to continuous improvement and possess the necessary skills to manage a diverse team effectively.
Job Type: Full-time

Pay: Up to 35,000.00 per year

Benefits:

Employee discount Free parking On-site parking Store discount
Work Location: In person