Customer Care Manager - Durban, South Africa - Recruitment Matters (Pty) Ltd

Recruitment Matters (Pty) Ltd

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Our client is looking for a Customer Care Manager to join their team, who will be instrumental in leading and enhancing the customer service experience, driving customer satisfaction, and fostering long-term relationships with clients.

Responsibilities:

Develop and maintain strong relationships with customers, understanding their needs and ensuring high levels of customer satisfaction.
Lead and manage the customer care team, providing guidance, coaching, and support to ensure excellence in customer service delivery.
Handle escalated customer complaints and issues, investigating root causes and implementing corrective actions to resolve them in a timely manner.
Monitor and evaluate customer interactions to ensure adherence to service standards and identify areas for improvement.
Set performance goals and KPIs for the customer care team, track performance metrics, and provide regular feedback and performance reviews.
Identify opportunities to streamline processes and improve efficiency in customer service delivery, collaborating with crossfunctional teams to implement changes.
Develop and implement training programs for the customer care team to enhance their skills, product knowledge, and service delivery capabilities.
Collect and analyze customer feedback and satisfaction data, deriving insights to improve service quality and identify trends.
Collaborate with other departments such as sales, marketing, and product development to align customer care efforts with overall business objectives.

Key Skills:

Strong commitment to delivering exceptional customer service and building positive customer relationships.
Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers and internal stakeholders.
Proven ability to analyze complex issues, identify root causes, and develop effective solutions to meet customer needs.
Strong leadership and team management skills, with the ability to inspire and motivate a team towards achieving common goals.
Empathetic approach towards understanding and addressing customer concerns and complaints.
Ability to analyze data and metrics to drive decisionmaking and continuous improvement in customer care processes.
Flexibility to adapt to changing customer needs and business priorities in a fastpaced environment.
Skilled in resolving conflicts and managing difficult situations with diplomacy and professionalism.

Qualifications:

Bachelor's degree in Business Administration, Marketing, or related field. Master's degree preferred.
Minimum of 5 years of experience in customer service or customer care roles, with at least 2 years in a managerial or supervisory capacity.
Proven track record of successfully managing a customer care team and delivering high levels of customer satisfaction.
Excellent knowledge of customer service principles, practices, and techniques.
Proficiency in customer relationship management (CRM) software and other relevant tools.
Strong understanding of customer care metrics and KPIs, and experience in performance management and reporting.

Job Types:
Full-time, Permanent