Customer Care Manager
This opportunity is for a Independent Contractor.
Brief:
We are looking for a motivated and experienced Customer Care Manager to lead our customer care department, provide excellent customer service and to promote this idea throughout the organisation.
The goal is to keep the department running in an efficient and profitable manner, provide outstanding customer service to our customers and set customer satisfaction goals, develop effective customer service procedures, and implement customer loyalty programs.
The Customer Care Manager is responsible for developing all culture, process and performance improvements and efficiencies for the customer, and for leading/developing a global team, who typically deliver customer interactions across multiple channels (telephone, email, online, live chat, social media, etc.)
To qualify for the role, the ideal candidate will have proven experience working in a customer care position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.
Responsibilities:
Supervise day-to-day operations in customer care department and maintain an orderly workflow according to priorities – reports to General Manager/COO
Act as the voice of the customer across the organization
Respond to customer care issues in a timely manner
Create a culture and effective customer care procedures, policies and standards – maintain in-depth working knowledge of company’s brands, systems and processes
Develop customer satisfaction and retention goals and coordinate with the team to meet them on a steady basis — improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other customer metric.
Implement an effective customer loyalty program and drive better sales through service
Maintain accurate records and document all customer service actions, discussions and activities
Assess service statistics and prepare detailed reports on findings
Recruit, mentor and develop global team of customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments, techniques and methods and apply best practices to areas of improvement – identify new tools and technologies to better serve customer
Control resources and utilise assets to achieve qualitative and quantitative targets
Manage the approved budget of the customer care department – responsible for profit and loss
Accountable for ensuring full regulatory compliance and legal requirements – identification of any potential risk issues
Work effectively with all peers and stakeholders Finance, Marketing, Operations to negotiate and influence customer improvements – schedule meetings with internal teams to discuss and resolve customer care failures/customer concerns on time
Coordinate with supply chain personnel, distributors and sales associates to improve customer care and business productivity
Monitor and respond to consumer-initiated Internet blogs, websites and social media pages
Job Requirements
A minimum of 5 years’ proven experience in a customer service position, experience in personal development field is a plus
Bachelor’s degree in Business Administration or relevant field is a plus
Proficiency in customer service databases, tools and software like Zendesk, Intercom and Olark
Outstanding written and verbal communication skills
Good understanding of management practices and techniques
Excellent leadership and interpersonal skills –
Experience managing a team of 5+ agents across global time zones
Demonstrate ability to motivate and communicate with others at all levels
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead with a clear understanding of the wider issues impacting the relevant markets
Strong client-facing communication skills
Advanced troubleshooting and multi-tasking skills
Established track record of exceeding targets and KPIs in a quality led, legislative compliant environment
Able to adapt and succeed in changing environment
Location
Remote
Reports to:
COO
Start Date
Immediate
Rate
Negotiable
Hours Per Week
10-20 hours per week
Apply now
If you can see yourself fulfill the role of Customer Care Manager, please apply!
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