Customer Care Manager

13 hours ago


Lahore, Punjab, Pakistan SupportFinity™ Full time

We are looking for an experienced and proactive Customer Care Manager to lead and grow our customer service operations. The ideal candidate will maintain high-quality service standards, manage day-to-day activities, and achieve targets with the team. This role involves leadership with operations, team management, training, and customer interaction across various communication platforms.

Responsibilities
  • Lead Customer Care Operations: Manage daily customer service activities, including team rosters, workflow optimization, and target achievement.
  • Ensure Service Quality: Implement QA processes, monitor team performance, and ensure adherence to service standards.
  • Achieving KPIs: Ensure all teams are meeting their KPIs and are on track. Also responsible for managing lagging KPIs.
  • Handle Escalations: Resolve complex customer complaints and conflicts effectively to maintain customer satisfaction.
  • Train & Develop Team: Conduct training sessions, update documentation, and ensure team readiness for handling diverse scenarios.
  • Oversee Communication Platforms: Manage customer interactions on Intercom and Unifonic, ensuring timely and accurate responses.
  • Report & Analyze Performance: Maintain documentation and analyze data to improve processes and identify growth opportunities.
Requirements
  • Masters or Bachelors complete degree
  • 3+ years of experience in customer service or a similar role and lead a team of 20+ people.
  • Proficiency in using customer communications.
  • Strong organizational and conflict-resolution skills.
  • Excellent verbal and written communication abilities.
  • Proven ability to motivate and manage teams towards achieving goals.
  • Data analytics, Excel, or SQL skills.
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