Manager, Customer Care

The Manager, Customer Care, will coordinate, and manage the Company’s Customer Care Unit, and will be responsible for positive Customer Experience (CX) across the relevant customer touch points to the Organisation through frequent communication and collaboration with the Company’s Management Team.

Major Duties & Responsibilities:

• Drives a high-performance culture for the Company’s Customer Care function and wider Customer Experience initiatives.
• Provides strategic advice to improve customer satisfaction, customer retention, and customer experience.
• Prepares, reviews, and submits reports on customer satisfaction, retention, and customer service.
• Oversees the provision of exemplary customer service from the Company’s Customer Care Unit, and positive customer experience across the organization.
• Encourages and promotes the utilization of digital service channels to customers.
• Identifies and recommends opportunities for alternative service delivery and channel strategies (e.g. digital channels).
• Identifies and analyses industry and/or geographic trends  with strategy implications for the company.

Job Knowledge and Skills: 

• Extensive/Expert knowledge in the following: Contact Centre related technical equipment, telephone systems, sales, marketing & customer service processes including business solicitation and development, interpersonal, customer service, teamworking and organizational skills; ability to provide coaching to ensure the departments targets are achieved.

Qualifications & Experience:   

• First Degree in Management, Social Sciences, Business Administration or any related discipline. 
• At least 3 years’ managerial experience in a Contact Centre environment.