Customer Care Manager

What you will do ?

• Lead and manage a team of Team Leaders, providing guidance, support, and mentorship to ensure optimal performance and professional development.
• Develop and implement strategies to achieve KPIs, such as customer satisfaction, response time, first contact resolution, and other relevant metrics.
• Collaborate with cross-functional teams, including Operations, Sales, and Product, to continuously improve customer support processes and enhance customer experience.
• Analyze customer feedback and identify areas for improvement, implementing necessary measures to address concerns and enhance customer satisfaction.
• Maintain a customer-centric approach throughout all support channels, ensuring prompt and effective resolution of customer issues and inquiries.
• Monitor and evaluate team performance, providing regular feedback and coaching to ensure individual and team success.
• Stay updated on industry trends, best practices, and emerging technologies in customer support and e-commerce/shipping industries.
• Maintain a positive and collaborative work environment, fostering strong teamwork and employee engagement.
• Prepare reports and present performance data to senior management, highlighting achievements and areas requiring attention.

Who are you?

• Minimum 5 years of experience in managing a customer support team, preferably in the e-commerce/shipping industry.
• Proven track record of successfully achieving KPIs and improving customer satisfaction metrics.
• Strong leadership skills with the ability to motivate and inspire teams towards achieving common goals.
• Excellent communication and interpersonal skills, with the ability to build relationships and effectively collaborate with internal and external stakeholders.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
• Customer-centric approach with a strong focus on delivering exceptional customer service.
• Proficiency in using customer support software and tools.