Customer Care Manager Job Description

Customer Care Manager Job Description

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Customer care manager provides feature/function/benefits information to homeowners, train department team members, and set proper maintenance and performance expectations.

Customer Care Manager Duties & Responsibilities

To write an effective customer care manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Monitor voice of the customer feedback, respond and act where necessary - identify trends and proactively
Provide point of escalation for team leaders where required
Sets and measures performance standards to meet service goals of company
Facilitate onboarding trainings at the US and EU Customer Care contact centers for Tory Sport and mainline
Deliver Quality Assurance expectations for all contact channels (phone, email, live chat)
Deliver new product launches as needed
Deliver new program launches
Facilitate seasonal product and styling workshops across each category at contact centers monthly
Facilitate sales training workshops, including upselling and cross-selling techniques
Partner with Product Research team to create meaningful metrics around sales results at the Call Center

Customer Care Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Care Manager

List any licenses or certifications required by the position: PMP, PMI, ISO, SAP, ASQ, ITIL, SOP, CPTM, CPLP, 9001

Education for Customer Care Manager

Typically a job would require a certain level of education.

Employers hiring for the customer care manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Business, Engineering, Management, Business/Administration, Marketing, Construction, Technical, Associates, MBA

Skills for Customer Care Manager

Desired skills for customer care manager include:

Building codes
Order process and technical side of the provisioning process
Implementation workflow
Systematic maintenance principles and how they are translated into value adding service solutions
Excel
Order to provide feature/function/benefit information to homeowners
Train department team members and set proper maintenance and performance expectations
Outlook
Ability to learn warranty specifications
Industry terminology

Desired experience for customer care manager includes:

Responsible for researching alternate sales strategies to continue to meet sales goals, while reducing overall customer attrition
Oversee the review and updates of training manuals and programs for the sales team
Extensive experience with deposit and loan product sales for both consumer and small business customers
Monitor performance reports regularly (specials of the week, fulfillment company offers, ) to ensure all Supervisors, Team Leads and Associates are following proper procedures
Be accountable for service excellence from the Call Center Operations · Define the operational strategy and provide leadership to the team · Optimize the organizational structure, processes and enabling technologies to meet business requirements · Monitor third party performance metrics, oversee response to customer enquiries and resolve issues where escalated · Drive self-service technologies and automation · Identify and drive improvement opportunities for Call Center Operations
Bachelor’s Degree with technical expertise in Business Management

Customer Care Manager Examples

1

Customer Care Manager Job Description

Job Description Example
Our company is hiring for a customer care manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer care manager
  • A minimum of 5 to 7 years of experience in Customer Care
  • Ensure all Customer Care activities are managed to meet Coachs modern luxury service expectations
  • Partner with the Learning and Development team to identify on-going training to support improved performance and development of the Customer Care Resolve and manage escalated problems related to Customer Care and analyze this to provide a monthly reporting of trends and key issues
  • Responsible for the daily maintenance of the program including recalls, duplicate dispositions, skips, missing calls, ., and monitors and posts daily results for each program
  • Conduct training classes utilizing a variety of teaching techniques to ensure success
  • Administer knowledge assessment program and testing
  • Manage the Quality Assurance program and a QA Analyst
  • Assist with QA monitoring, feedback, and coaching
  • Interact with other areas of the business to develop training materials for new products
  • Define strategy, objectives, project scope, and business requirements for various new or enhanced projects in GCC arena and facilitate the successful rollout and adoption of new systems, processes
Qualifications for customer care manager
  • Previous coaching experience required - preferably in a QA or training position
  • Supervisory experience and/or a degree is a plus
  • Knowledge of existing and emerging training methods and tools
  • Must be self motivated with exceptional organizational skills and the ability to prioritize in a multi- task work environment
  • 5-7 years Supervisory and call center experience-Required
  • 3 – 5 years of Supervisory or performance management experience in a fast paced environment
2

Customer Care Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer care manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer care manager
  • Proactively monitor ticket queues ensuring timely completion of open items and adherence to contracted SLAs
  • Manage strategic relationships with multiple Wireless Operators globally
  • Build and maintain systems and workflow for escalations
  • Establish and enhance processes that support company and departmental standards and strategies
  • Drive ongoing process improvement throughout the customer care team with a particular focus on data-driven decision making
  • Manage multiple projects within a network development and operations environment
  • Prepare regular reporting incorporating data from key KPIs to measure our continued success and adherence to mandated SLAs
  • Monitor queues and work with team leads to ensure quality and speed in responses appropriate internal follow-up on bugs and backlog items
  • Recommends and/or implements process improvements and call center technologies
  • Maintains consistent communication with other departments in order to provide feedback and updates for the call center
Qualifications for customer care manager
  • 5 years experience working in Technical Support as an expert in technical support best practices
  • Strong experience with SaaS technologies and telecommunications/VoIP technologies required
  • Familiar with Salesforce Service Cloud or similar CRM systems, Knowledgebase systems, and Customer portals for case management
  • Experience in developing and overseeing programs and processes that directly create customer satisfaction and loyalty
  • Self-starter with ability to handle multiple tasks and priorities simultaneously
  • Strong verbal/written communication skills, including the ability to effectively communicate with both business and technical teams
3

Customer Care Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer care manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer care manager
  • 50% Make staffing recommendations to management based on analysis or real-time performance
  • 25% Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends
  • Interfaces and plans with Operations to ensure defective returns are managed on an ongoing basis
  • Interface and plans with vendors the return of defective items under warranty
  • Deploys new best practices and processes within Customer Care
  • Acts as a conduit between various functional areas including Operations, Accounting and Customer Care
  • Monitors performance results including service and turn rate, communicates updates, and independently initiates analysis when declines in performance are observed
  • Initiates, creates and presents summarized analysis and recommendations to management
  • Executes one-off projects as assigned by the Director of Customer Care
  • With knowledge and skillset, performs other duties as assigned by management
Qualifications for customer care manager
  • Proven experience in customer relationship management, project management, and people management
  • Customer Contact Centre Management skills (excellent)
  • Software skills (Customer Contact Centre systems, ACD, PABX, CRM, IVR, Workforce Management Systems, Quality Monitoring Systems, ) (working knowledge)
  • Leadership skills (excellent)
  • Analytical, organisational and motivational skills (excellent)
  • Business knowledge - aviation and fuel efficiency
4

Customer Care Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer care manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer care manager
  • Responsible for handling problem escalation from Customers, Sales, and Service Management, up to and including Out of State accounts
  • Conduct monthly reviews on supply processes, CCC performance and client satisfaction
  • Escalation point for CCC issues
  • Provide training and development as needed to improve employee performance
  • Maintain an escalation database, including at risk accounts and analysis of service histories and all related communications and follow up
  • Maintain data integrity in OMD and BEI by running reports and facilitating/ delegating, wrong call types used, parts discrepancies, meters, and daily / monthly helpdesk and dispatch productivity reports
  • Oversee supervisors/leads and hold accountable for the standards established for the center
  • Prepare and present quarterly operations reviews
  • Ensure ADP is maintained for all team members
  • Create and maintain a positive, collaborative culture within the team
Qualifications for customer care manager
  • Must have successfully managed a call center with volumes of over 2000 calls per day for a minimum of 5 years, meeting all contractual requirements
  • Must have managed a staff of 25-35 customer service representatives for a minimum of 5 years, including hiring, scheduling, training, and workflow resource allocation
  • Must be familiar and comfortable with Call Center and IVR hardware and software to provide first level triage in case of system problems
  • Established leadership, passion, acumen and responsibility
  • Ability to collaborate and partner, work along with multiple departments and disciplines
  • Strong knowledge of systems and system-based thinking
5

Customer Care Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer care manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer care manager
  • Provide training and ongoing performance feedback for CSAs and Data Entry Administrators
  • Complete bi-weekly time sheets and distribution of pay checks
  • Handle escalated calls into the PAP
  • Oversee daily staff coordination
  • Interact with distribution center
  • Run daily department reports
  • Review external correspondences from PAP
  • Troubleshoot internal processes
  • Measure performance against standards
  • Interact with IT/IS department
Qualifications for customer care manager
  • Comfortable to work at all levels in a business - ability to develop relationships and influence senior stakeholders
  • Desire to develop business and maximize opportunities
  • Fluent English and Bulgarian!
  • Knowledge of restrictive trade practice or boycott transactions and US Denied Persons/Companies list
  • Advantage Section
  • Knowledge of a programming / scripting language is an advantage

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