Job Description

Job Summary

The Customer Care Manager plays a pivotal role in ensuring exceptional service delivery and customer satisfaction. This position is responsible for leading a team of customer care representatives, developing effective strategies to enhance customer experience, and managing day-to-day operations within the customer service department. The ideal candidate will possess strong leadership qualities, excellent communication skills, and the ability to analyse performance metrics to drive improvements.

Duties

Oversee the daily operations of the customer care team, ensuring high standards of service are maintained. Develop and implement customer service policies and procedures that align with company objectives. Provide leadership and support to team members, fostering a positive work environment that encourages professional growth. Conduct regular performance evaluations and provide constructive feedback to enhance team effectiveness. Analyse customer feedback and service metrics to identify areas for improvement and implement necessary changes. Manage escalated customer complaints and ensure timely resolution while maintaining a focus on customer satisfaction. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. Train new staff on best practices in customer service and company policies. Maintain up-to-date knowledge of industry trends and best practices in customer care.

Qualifications

Proven experience in a supervisory or management role within a customer service environment. Exceptional communication skills in English; proficiency in Spanish or other languages is highly desirable. Strong analytical skills with the ability to interpret data and make informed decisions. Demonstrated leadership capabilities with a focus on team development and motivation. Excellent interpersonal skills, with the ability to build relationships with customers and colleagues alike. Experience in developing training programmes for staff is an advantage. A proactive approach to problem-solving with strong organisational skills. We invite qualified candidates who are passionate about delivering outstanding customer service to apply for this exciting opportunity as a Customer Care Manager.
Job Type: Full-time

Pay: 45,000.00-55,000.00 per year

Benefits:

Company car
Work Location: In person