Customer Care Manager

Customer Care Manager

JOB SUMMARY:  

The Customer Care Manager reports to the Chief Operations Officer and leads the Department to ensure extraordinary customer satisfaction. The incumbent provides strategic insight and day-to-day direction to the Customer Care team based on industry knowledge and customer care requirements. Working in a fast-paced environment, the Manager is responsible for delivering a level of service which builds strong customer relationships. The Manager is also responsible for the continuing development of the team and for the application of all knowledge and skills in service to the customer. The Customer Care Manager must be able to use business acumen to recognize new business opportunities and prevent the loss of existing business.

PRINCIPAL DUTIES:

• Help determine the strategic direction of the Customer Care function and drive initiatives geared towards achieving the Department’s KPIs.
• Develop Customer Care standards, policies and procedures for the organization and Department and ensure implementation and compliance.
• Address and resolve customer complaints about merchandise defects, poor service complaints against Company personnel and breaches of Company policies in a professional and timely manner in accordance with established standards.
• Monitor day to day activities to ensure that team members fulfill their responsibilities and that proper procedures are followed. Drive operational excellence through disciplined execution and provide training and coaching in the delivery of customer service excellence as required.
• Interact with customers to build higher-level relationships and serve as a positive role model, setting standards for performance, behaviors, attitude and professionalism.
• Manage continuous improvement through the implementation of various quality programs which includes measuring customer satisfaction, tracking customer complaints, time taken to resolve issues, completing audits, identifying customer service trends, determining system improvements and implementing change.
• Record and acknowledge all customer complaints including those received in person, via telephone, e-mail, in writing, fax, or hand-delivered notices from the Ministry of Legal Affairs and Bureau of Standards.
• Assesses the merit of customer grievances and works towards ensuring speedy resolution. Submit reports for approval recommending action to be taken such as exchange or credit and prepare documents for cash refunds as required.
• Represent the Company in a Public Relations context to the Media (public forums, TV, radio and newspapers) as and when required.
• Represent Company Policy and contribute expertise on committees sponsored by  the Department of Consumer Affairs of the Ministry of Legal Affairs and the Bureau of Standards, charged with developing national norms and codes with respect to customer protection and consumer rights, specification relevant to labeling of country of origin, legal contingencies with respect to warranty statements.
• Liaise directly with the Service Manager and the Service Department to ensure that all customer service related items are closed off and rectified within specified timelines.
• Perform other related duties as required by the function.

 QUALIFICATIONS AND EXPERIENCE:

• A Bachelor’s degree in Marketing or Business Management.
• At least five years’ experience in Customer Service Management or a similar role.

KNOWLEDGE AND SKILLS:

• Customer Service Excellence including excellent written, verbal communication and interpersonal skills.
• Ability to develop customer service standards, conduct surveys, analyze information and recommend process improvements.
• Knowledge of Management Principles and Practices.
• Ability to lead, train/coach and motivate teams.
• Ability to display professionalism, confidence, tact, patience and diplomacy while dealing with complex problems and coming up with creative solutions to customer complaints.
• Ability to lead business transformational initiatives.