Manager

Scope

The CART Manager will lead the customer service team, ensuring exceptional service and support to all internal and external stakeholder

This role involves managing customer care operations, implementing service strategies, and enhancing customer satisfaction and loyalty

Job Responsibilities

Team Leadership and Management:

Supervise, mentor, and motivate a team of customer care representatives

Conduct regular performance evaluations and provide coaching for improvement

Develop and deliver training programs to enhance team skills

Customer Service Strategy:

Design and implement effective customer service policies and procedures

Identify and address areas for service improvements

Set and monitor service goals and KPIs to ensure high performance

Customer Support Operations:

Oversee day-to-day customer support operations to ensure timely and effective resolution of customer inquiries and issues

Handle complex and escalated customer service issues

Ensure compliance with company policies and customer service standards

Customer Relationship Management:

Foster strong relationships with customers to enhance satisfaction and loyalty

Gather and analyze customer feedback to inform service improvements

Work with other departments to ensure a cohesive customer experience

Reporting and Analysis:

Prepare and present regular reports on customer service performance and metrics

Analyze service data to identify trends and make informed decisions

Implement corrective actions based on data insights

Innovation and Improvement:

Stay updated on industry trends and best practices in customer service

Introduce innovative service solutions and technologies to enhance customer care

Lead initiatives to improve service efficiency and effectiveness

Qualifications

Bachelor’s degree in Business Administration, Marketing, or a related field

Proven experience as a Customer Care Manager or in a similar role

Strong leadership and team management skills

Excellent communication and interpersonal skills

Proficient in customer service software and CRM systems

Ability to analyze data and generate reports

Problem-solving aptitude and a customer-focused mindset