Customer Care Manager

Roles & Responsibilities of Customer Care Manager

• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.
• Liaised between customers and organization with particular focus on working with sales department.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Assisted with conflict resolution during partnership negotiations and acquisitions.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
• Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
• Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
• Developed and implemented standards for staff to provide consistent service to customers.
• Created customer support strategies to increase customer retention.
• Established performance and service goals and held associates accountable for individual performance.

Preferred Profile for a Customer Care Manager

1. Educational Qualifications - Bachelor's degree or equivalent

2. Work Experience -

• 3-5 years of experience in customer service, preferably in the automobile industry or a related sector.
• Proven track record in managing customer relationships and resolving issues effectively.

3. Soft Skills

• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Leadership skills to manage and motivate customer service teams.

4. Technical Expertise

• Familiarity with automobile products, services and maintenance processes.
• Proficiency in using CRM tools and customer service management software.