Manager - Customer Care

We are seeking a Manager – Customer Care to lead and optimize our customer support operations. The ideal candidate will drive service excellence, manage a high-performing team, and ensure customer satisfaction and retention while aligning with the company's business objectives.

Key Responsibilities

• Lead, mentor, and supervise the customer care team to deliver outstanding service.
• Develop and implement customer service policies, procedures, and standards.
• Handle escalated customer queries and resolve issues promptly and effectively.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Collaborate with sales, operations, and product teams to improve customer experience.
• Conduct regular team performance reviews and provide training or coaching where necessary.
• Analyze customer feedback and trends to recommend process improvements.
• Prepare and present monthly reports on customer service performance and insights to senior management.
• Ensure compliance with company policies, data protection, and industry regulations.
• Drive initiatives to increase customer loyalty and retention.

Skills Required

Sla, CSAT, Quality Assurance, Service Delivery Management