Qualifications and Skills
- 1-3 years of experience in a customer care or customer service management role
- Excellent verbal and written communication skills in English
- Strong leadership and managerial abilities
- Ability to handle challenging customer interactions with empathy and professionalism
- Strong problem-solving and decision-making skills
- Proficiency in using customer relationship management (CRM) software
- Ability to work under pressure and meet tight deadlines
- Bachelor's degree in a relevant field
Roles and Responsibilities
- Oversee the daily operations of the customer care department, ensuring efficiency and productivity
- Manage, train, and evaluate a team of customer care representatives
- Develop and implement customer service policies and procedures to enhance customer satisfaction
- Handle escalated customer inquiries and complaints, ensuring timely resolution
- Maintain a high level of product knowledge to effectively answer customer inquiries
- Collaborate with other departments to ensure streamlined processes and excellent customer service
- Monitor and analyze customer feedback and data to identify areas for improvement
- Prepare and present reports on customer care operations and performance
- Stay updated on industry trends and best practices in customer care management
