Customer Experience Manager
3 weeks ago
Overview
The Customer Care Manager at Zeca Tech plays a vital role in ensuring high levels of customer satisfaction and retention. They oversee the customer service team, set service standards, and handle complex customer escalations.
Key Responsibilities
- Lead and manage the customer service team to deliver exceptional service and support
- Set and maintain customer service standards and KPIs
- Handle complex and escalated customer issues and complaints
- Develop and implement customer care strategies to improve overall customer satisfaction
- Monitor and analyze customer service performance and identify areas for improvement
- Collaborate with other departments to ensure a seamless customer experience
- Train, coach, and mentor customer service representatives
- Act as a point of contact for key customers and build strong relationships
- Oversee the implementation of customer service technologies and tools
- Prepare regular reports on customer service performance and feedback
- Stay up-to-date with industry best practices and trends in customer care
- Contribute to the development of customer service policies and procedures
- Resolve any billing and payment issues with customers
- Ensure compliance with data protection regulations in customer interactions
- Manage and control customer service budgets
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, or a relevant field
- Proven experience as a Customer Care Manager or similar role
- Demonstrated expertise in customer service and complaint handling
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Ability to solve problems efficiently and maintain composure in high-pressure situations
- Proficiency in CRM systems and customer service software
- Solid understanding of customer service principles and practices
- Ability to analyze and interpret customer service metrics
- Proven track record of implementing customer service improvements
- Good knowledge of data protection regulations and ethical customer engagement
- Exceptional organizational and multitasking abilities
- Ability to work effectively with cross-functional teams
- Certification in customer service management is a plus
- Fluency in multiple languages is advantageous
Skills
team management, communication, customer service, customer satisfaction, complaint handling, leadership, cross-functional teams, customer service software, customer care strategies, CRM systems, multitasking, data protection regulations
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