Manager - Customer Care

Role & responsibilities

• Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Implements production, productivity, quality, and customer-service standards.
• Contributes customer service information and recommendations to strategic plans and reviews.
• Audits customer service procedures and trends and determines system improvements.
• Enforces company policies and procedures.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
• Oversee customer service team.
• Manage and train Customer Associates
• Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
• Interact with customers daily, responding to their questions and guiding them to the appropriate service.
• On-board new employees and train them based on your expertise and skill set.
• Create and implement an effective customer loyalty program.
• Maximizes customer operational performance by providing help desk resources and technical advice.

Preferred candidate profile

• Minimum bachelor's degree
• Extensive diagnostics background
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite
• Good understanding of management practices and techniques
• Excellent leadership and interpersonal skills
• Experience in CRM development, workflow management etc.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Strong data analysis skills, proficient in Ms Excel
• Strong decision-making skills
• Should be a go getter.

Candidates who can join immediately / within 30 days would be strongly preferred