Job vacancy {empty Company}

On behalf of our Client, we are seeking a highly motivated and experienced Customer Care Manager to oversee our customer care operations, including managing the call centre, service centre reception, and monitoring social media channels. The ideal candidate will be passionate about delivering exceptional customer service, possess strong leadership skills, and have a proven track record of driving results in a fast-paced environment. Candidate will be reporting and working hand in hand with our Head of Servicing Manager.

Key Responsibilities:

1. Manage and oversee the day-to-day operations of the call centre, service centre

reception, and monitor social media channels.

2. Lead a team of customer service representatives, providing coaching, training, and

guidance to ensure high performance and customer satisfaction.

3. Optimize customer service processes, improve efficiency, and enhance the overall

customer experience.

4. Monitor and analyse key performance metrics, including call wait times, first call

resolution rate, response times on social media, and customer satisfaction scores.

5. Identify trends, common customer issues, and areas for improvement.

6. Collaborate with teams, including sales, marketing, and product development, to

address customer concerns and drive business growth.

7. Handle escalated customer inquiries and complaints, resolving issues in a timely and

professional manner.

8. Stay up to date with industry trends, best practices, and emerging technologies in

customer service and implement relevant changes as needed.

9. Foster a positive and inclusive work environment that promotes teamwork,

collaboration, and continuous learning.

Ideal Qualifications:

Requirements :

The successful candidate will form part of the existing team and would be expected to maintain a good relationship with the Company's customers, take a general interest in the operations of the Company as well as ensure that the companys service offering is of the highest quality.