Customer Care Manager  

Responsibilities

• Improve customer service experience
• Create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities
• Responsible for producing incremental revenue by building customer base, developing sales and marketing strategies and penetrating various levels of customer management.
• Selling, closing and managing the current customer base.
• Expanding the market coverage by identifying and saturating untapped leads.
• Providing highly professional sales and marketing expertise as a back-up to account managers
• Working closely with the Team to ensure that customer expectations are met if not exceeded.
• Expanding current market and developing a flawless end to end Sales processes which includes order processing, warehousing and logistics
• Identifying opportunities from the current sales database and convert it to Sales Contracts to ensure a continuous relationship with customers
• Expanding current market by tapping new verticals
• Streamlining processes to be more efficient in processing orders and meeting required lead times
• Guarantee meeting of targets and KPIs
• Improving customer service experience, create engaged customers and facilitate organic growth
• Taking ownership of customers issues and following problems through resolution
• Setting a clear mission and deploying strategies focused towards that mission

• Strong analytical and planning skills;
• Good presentation skills;
• Excellent problem-solving skills;
• Proven working experience as a customer service manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Business Administration or related field