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Manager, Customer Care
4 weeks ago
Role & Responsibilities:
- Lead the customer care team and oversee the daily operations of the customer care team
- Develop intervention strategies to mitigate gaps in service delivery
- Drive customer attraction and retention strategy to improve loyalty
- Audits customer service procedures and trends to determine system improvements.
- Monitor and ensure timely resolution of all customer issues.
- Consistently review on existing service procedures, policies and standards
- Develop and implement changes to improve customer service experience and facilitate organic growth
- Recruit, mentor and develop customer care executives
- Work closely with internal departments to improve service quality and service recovery process
- Perform other administrative duties as assigned
Requirements:
- Bachelor Degree with 2-3 years of relevant experience
- Minimum 1 year of leadership experience
- Possess excellent communication skills, both written and verbal, with the ability to communicate effectively with customers and all levels of the organisation
- Customer-centric mindset with a passion for delivering exceptional experiences
- Strong organisational skills with the ability to multi-task and adapt to changes in a highly dynamic work environment
- Able to work independently and collaboratively in a fast-paced environment
Tell employers what skills you have
Ability to Multitask
Excellent Communication Skills
Leadership
Microsoft Excel
Customer Experience
Customer Support
Segmentation
Customer Care
Service Recovery
Audits
Customer Satisfaction
Customer Focus
Customer Service
Service Excellence
Able To Work Independently
Service Delivery
Customer Service Experience