Customer Care Manager

Position Summary:

Manage and Lead Customer Service teams by ensuring exceptional, award winning service and brand extension goals are met and maintained.

Essential Functions:

• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

• Works with Leadership to achieve customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

• Determines customer service requirements by maintaining contact with customers; visiting operational environments; working with marketing analysis to conduct surveys, and form focus groups; benchmarking best practices; analyzing information and applications.

• Improves customer service quality results by studying, evaluating, and re-designing processes; establishes and communicates service metrics; monitors and analyzes results; drives changes.

• Partners with the management team to align customer service department policies and systems with the company's objectives

• Oversees customer issues and ensure effective and long-term problem resolution.

• Implementation of AI tools to more effectively serve customers

Other daily duties may include

• helping to develop or update customer service policies and procedures

• managing or leading a team of customer services staff

• handling more complex enquiries and complaints

• authorising refunds or other compensation to customers

• making sure accurate records are kept of communications with customers

• analyzing key management information to see how well customers are being served

• helping to recruit, train and appraise new staff

• keeping up to date with developments in customer service, for example data protection.

• Coaches Team in order to achieve high performance. Structures the training agenda for department members.

• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.