Customer Care Manager

Found in: Talent ZA 2A C2 - 2 weeks ago

Durban, South Africa HR Genie Full time

Our client is looking for a Customer Care Manager to join their team, who will be instrumental in leading and enhancing the customer service experience, driving customer satisfaction, and fostering long-term relationships with clients.

Responsibilities:

  • Develop and maintain strong relationships with customers, understanding their needs and ensuring high levels of customer satisfaction.

  • Lead and manage the customer care team, providing guidance, coaching, and support to ensure excellence in customer service delivery.

  • Handle escalated customer complaints and issues, investigating root causes and implementing corrective actions to resolve them in a timely manner.

  • Monitor and evaluate customer interactions to ensure adherence to service standards and identify areas for improvement.

  • Set performance goals and KPIs for the customer care team, track performance metrics, and provide regular feedback and performance reviews.

  • Identify opportunities to streamline processes and improve efficiency in customer service delivery, collaborating with cross-functional teams to implement changes.

  • Develop and implement training programs for the customer care team to enhance their skills, product knowledge, and service delivery capabilities.

  • Collect and analyze customer feedback and satisfaction data, deriving insights to improve service quality and identify trends.

  • Collaborate with other departments such as sales, marketing, and product development to align customer care efforts with overall business objectives.

Key Skills:

  • Strong commitment to delivering exceptional customer service and building positive customer relationships.

  • Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers and internal stakeholders.

  • Proven ability to analyze complex issues, identify root causes, and develop effective solutions to meet customer needs.

  • Strong leadership and team management skills, with the ability to inspire and motivate a team towards achieving common goals.

  • Empathetic approach towards understanding and addressing customer concerns and complaints.

  • Ability to analyze data and metrics to drive decision-making and continuous improvement in customer care processes.

  • Flexibility to adapt to changing customer needs and business priorities in a fast-paced environment.

  • Skilled in resolving conflicts and managing difficult situations with diplomacy and professionalism.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, or related field. Master's degree preferred.

  • Minimum of 5 years of experience in customer service or customer care roles, with at least 2 years in a managerial or supervisory capacity.

  • Proven track record of successfully managing a customer care team and delivering high levels of customer satisfaction.

  • Excellent knowledge of customer service principles, practices, and techniques.

  • Proficiency in customer relationship management (CRM) software and other relevant tools.

  • Strong understanding of customer care metrics and KPIs, and experience in performance management and reporting.

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