Qualifications and Skills

• 1-3 years of experience in a customer care or customer service management role
• Excellent verbal and written communication skills in English
• Strong leadership and managerial abilities
• Ability to handle challenging customer interactions with empathy and professionalism
• Strong problem-solving and decision-making skills
• Proficiency in using customer relationship management (CRM) software
• Ability to work under pressure and meet tight deadlines
• Bachelor's degree in a relevant field

Roles and Responsibilities

• Oversee the daily operations of the customer care department, ensuring efficiency and productivity
• Manage, train, and evaluate a team of customer care representatives
• Develop and implement customer service policies and procedures to enhance customer satisfaction
• Handle escalated customer inquiries and complaints, ensuring timely resolution
• Maintain a high level of product knowledge to effectively answer customer inquiries
• Collaborate with other departments to ensure streamlined processes and excellent customer service
• Monitor and analyze customer feedback and data to identify areas for improvement
• Prepare and present reports on customer care operations and performance
• Stay updated on industry trends and best practices in customer care management