Customer care Manager

1 month ago

Mumbai, India Zeca Tech Full time
Overview: As a Customer Care Manager you will play a crucial role in overseeing the customer service operations of the company. Your primary responsibility will be to ensure exceptional customer satisfaction and maintain strong customer relationships. You will lead a team of customer service representatives resolve escalated customer issues and implement strategies to enhance the overall customer experience.Key Responsibilities:
  • Manage and lead a team of customer service representatives
  • Develop and implement customer service policies and procedures
  • Resolve escalated customer complaints and issues
  • Monitor customer service metrics and KPIs
  • Implement strategies to improve customer satisfaction
  • Train and onboard new customer service staff
  • Collaborate with other departments to ensure seamless customer experience
  • Conduct performance evaluations and provide feedback to team members
  • Identify customer service trends and make recommendations for improvement
  • Participate in the recruitment process for customer service staff
  • Handle complex or highvalue customer interactions
  • Ensure compliance with relevant regulations and policies
  • Manage customer communication channels (phone email chat etc.)
  • Track and analyze customer service data to identify areas for improvement
  • Develop and maintain positive relationships with key customers
Required Qualifications:
  • Bachelors degree in Business Administration or related field
  • Proven experience in a customer service management role
  • Excellent leadership and decisionmaking skills
  • Strong understanding of customer relationship management (CRM) systems
  • Exceptional problemsolving abilities
  • Outstanding communication and interpersonal skills
  • Ability to handle difficult customer interactions with professionalism
  • Proficiency in MS Office and customer service software
  • Demonstrated experience in developing and implementing customer service strategies
  • Knowledge of industry best practices in customer service
  • Ability to work effectively under pressure and meet deadlines
  • Proven track record of improving customer satisfaction metrics
  • Experience in training and mentoring customer service staff
  • Strong analytical and reporting skills

leadership,customer relationship management,ms office,analytical skills,industry best practices,team management,mentoring,interpersonal,reporting skills,customer service software,training,crm systems,communication,strategy development,problem-solving,customer service management

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