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Customer Care Manager

This opportunity is for a Independent Contractor.

Brief:

We are looking for a motivated and experienced Customer Care Manager to lead our customer care department, provide excellent customer service and to promote this idea throughout the organisation.

The goal is to keep the department running in an efficient and profitable manner, provide outstanding customer service to our customers and set customer satisfaction goals, develop effective customer service procedures, and implement customer loyalty programs.

The Customer Care Manager is responsible for developing all culture, process and performance improvements and efficiencies for the customer, and for leading/developing a global team, who typically deliver customer interactions across multiple channels (telephone, email, online, live chat, social media, etc.)

To qualify for the role, the ideal candidate will have proven experience working in a customer care position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Responsibilities:

  • Supervise day-to-day operations in customer care department and maintain an orderly workflow according to priorities – reports to General Manager/COO
  • Act as the voice of the customer across the organization
  • Respond to customer care issues in a timely manner
  • Create a culture and effective customer care procedures, policies and standards – maintain in-depth working knowledge of company’s brands, systems and processes
  • Develop customer satisfaction and retention goals and coordinate with the team to meet them on a steady basis — improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other customer metric.
  • Implement an effective customer loyalty program and drive better sales through service
  • Maintain accurate records and document all customer service actions, discussions and activities
  • Assess service statistics and prepare detailed reports on findings
  • Recruit, mentor and develop global team of customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments, techniques and methods and apply best practices to areas of improvement – identify new tools and technologies to better serve customer
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Manage the approved budget of the customer care department – responsible for profit and loss
  • Accountable for ensuring full regulatory compliance and legal requirements – identification of any potential risk issues
  • Work effectively with all peers and stakeholders Finance, Marketing, Operations to negotiate and influence customer improvements – schedule meetings with internal teams to discuss and resolve customer care failures/customer concerns on time
  • Coordinate with supply chain personnel, distributors and sales associates to improve customer care and business productivity
  • Monitor and respond to consumer-initiated Internet blogs, websites and social media pages

Job Requirements

  • A minimum of 5 years’ proven experience in a customer service position, experience in personal development field is a plus
  • Bachelor’s degree in Business Administration or relevant field is a plus
  • Proficiency in customer service databases, tools and software like Zendesk, Intercom and Olark
  • Outstanding written and verbal communication skills
  • Good understanding of management practices and techniques
  • Excellent leadership and interpersonal skills –
  • Experience managing a team of 5+ agents across global time zones
  • Demonstrate ability to motivate and communicate with others at all levels
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead with a clear understanding of the wider issues impacting the relevant markets
  • Strong client-facing communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Established track record of exceeding targets and KPIs in a quality led, legislative compliant environment
  • Able to adapt and succeed in changing environment

Location

Remote

Reports to:

COO

Start Date

Immediate

Rate

Negotiable

Hours Per Week

10-20 hours per week

If you can see yourself fulfill the role of Customer Care Manager, please apply!