Overview
**Job Title:** Senior Customer Care Executive
**Job Description:**
We are seeking a highly experienced and customer-focused individual to join our team as a Senior Customer Care Executive. In this role, you will be responsible for overseeing the customer care department, ensuring exceptional service delivery, resolving escalated issues, and maintaining high customer satisfaction levels. You will lead a team of customer care representatives, provide guidance and support, and implement strategies to improve customer experience. The ideal candidate will have a proven track record in customer service management, excellent communication skills, and the ability to thrive in a fast-paced environment.
**Key Responsibilities:**
– Lead and manage the customer care department, including recruitment, training, and performance evaluation of team members.
– Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
– Develop and implement customer service policies, procedures, and standards to enhance service delivery.
– Monitor customer interactions and feedback to identify areas for improvement and implement necessary changes.
– Collaborate with other departments to address customer issues and improve overall customer experience.
– Analyze customer data and trends to identify opportunities for service enhancement and process optimization.
– Prepare regular reports on customer service performance and KPIs for management review.
– Stay updated on industry trends and best practices in customer service management.
**Requirements:**
– Good command in English
– Proven experience in a customer service management role, with at least 2 years
– Excellent communication and interpersonal skills.
– Strong leadership and decision-making abilities.
– Ability to multitask and prioritize in a dynamic work environment.
– Proficiency in CRM software and Microsoft Office suite.
– Experience in the sales is a plus.
Willing to work from home and work on shift base
**Benefits:**
– Competitive salary package
– Opportunities for career growth and development
If you meet the qualifications and are excited about the opportunity to lead a dynamic customer care team, please submit your resume and cover letter detailing your relevant experience. We look forward to hearing from you!
