We are seeking a highly skilled and experienced Customer Care Unit Manager to join our team. The ideal candidate will be responsible for leading and managing our customer care unit to ensure the delivery of exceptional customer service. The Customer Care Unit Manager will oversee a team of customer service representatives, monitor performance, and implement strategies to improve customer satisfaction.
Key Responsibilities
Lead and manage the customer care unit, including hiring, training, and performance management of customer service representatives.
Develop and implement customer care policies and procedures to ensure efficient and effective service delivery.
Monitor and analyse customer care metrics and KPIs to identify areas for improvement.
Handle escalated customer issues and provide solutions to ensure customer satisfaction.
Collaborate with other departments to address customer concerns and
improve overall customer experience.
Stay updated on industry best practices and implement new strategies to enhance customer care operations.
Prepare and present Root cause analysis report for complaints on customer care unit performance to senior management.
Skills, Knowledge and Expertise
Bachelor's degree in business administration, marketing, or a related field.
Proven experience in a customer care management role, with a track record of delivering high-quality customer service.
Strong leadership and management skills, with the ability to motivate and develop a team.
Excellent communication and interpersonal skills
Proficient in Excel and reporting analysis.
Ability to work under pressure and handle difficult situations with professionalism.
