Job Description

Job Description: Assistant Manager Customer Care

Position: Assistant Manager Customer Care

About Us: Our client is dedicated to providing exceptional customer service and support. We are seeking a highly organized and motivated Assistant Manager Customer Care to join our team. This role is crucial in ensuring that our customer care operations run smoothly and efficiently, while maintaining a high level of customer satisfaction.

Job Summary: The Assistant Manager Customer Care will support the Customer Care Manager in overseeing the daily operations of the customer care team. You would be one of three AM’s managing approximately 15-20 employees). This role involves managing customer inquiries, resolving issues, and ensuring that the team meets performance targets. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for delivering outstanding customer service.

Key Responsibilities:

• Team Management: Assist in supervising and leading the customer care team, providing guidance, training, and support to ensure high performance and professional development.
• Customer Support: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Performance Monitoring: Monitor team performance, track key performance indicators (KPIs), and provide regular feedback to team members.
• Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and customer satisfaction.
• Reporting: Prepare and present reports on team performance, customer feedback, and operational metrics to senior management.
• Collaboration: Work closely with other departments to ensure seamless customer service and support.
• Scheduling: Assist in creating and managing staff schedules to ensure adequate coverage and optimal service levels.
• Compliance: Ensure that all customer care activities comply with company policies and relevant regulations.

Qualifications:

• High school diploma or equivalent; additional education or certification in customer service or management is a plus.
• Proven experience in a customer care or customer service role, with at least 2 years in a supervisory or management position.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Ability to handle difficult customer situations with patience and professionalism.
• Proficiency in customer service software and Microsoft Office Suite (Word, Excel, Outlook).
• Strong organizational and multitasking abilities.
• Ability to work independently and as part of a team.

What We Offer:

• Competitive salary and benefits package.
• 10% discount
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• Comprehensive training and ongoing support.

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