Job Summary:
The Customer Care Manager will oversee all customer service operations, ensuring a positive, seamless experience for our customers. This role requires a hands-on approach to managing a team of customer care representatives, developing service standards, and handling escalated customer issues with professionalism. The ideal candidate is empathetic, solution-oriented, and dedicated to enhancing customer satisfaction.
Responsibilities:
Supervise and lead the customer care team, providing training, feedback, and support as needed.
Develop and implement customer service policies and procedures to ensure consistent service delivery.
Address and resolve escalated customer complaints and inquiries promptly and professionally.
Monitor and analyse customer feedback to identify trends and areas for improvement.
Collaborate with other departments (e.g., sales, logistics) to address and resolve customer issues.
Prepare regular reports on customer satisfaction and team performance, recommending improvements where necessary.
Develop and maintain customer loyalty programs and initiatives to enhance the customer experience.
Ensure compliance with company standards and industry regulations.
Qualifications:Bachelor’s degree in Business Administration, Marketing, or a related field.Proven experience in a customer service management role, preferably in the retail industry.Strong leadership skills with the ability to motivate and manage a team effectively.Excellent communication and interpersonal skills.Ability to handle high-stress situations and remain calm under pressure.Proficiency in CRM software and Microsoft Office Suite.A customer-focused mindset with a commitment to achieving high levels of customer satisfaction.