Customer Care Manager

Join a team where you'll feel the love in the work you do!

Your exceptional managing skills will shine as you tackle exciting projects, grow professionally, and make a difference.

At our company, we cherish a warm and positive work environment where everyone is treated with love, respect, and care. We're committed to professionalism, always striving for excellence and integrity in all that we do. If our values resonate with you, and you're eager to start a fulfilling career, we'd love to have you apply today!

KEY RESPONSIBILITY AREAS:

1. Leadership and Team Management

• Manage and lead the customer care team, including scheduling, training, coaching, and providing feedback on performance.
• Provide guidance and support to the customer care team on complex issues and customer inquiries.

1. Customer Service Strategy and Improvement

• Develop and implement strategies to improve customer service, satisfaction, and loyalty.
• Continuously improve customer care processes and systems to ensure efficiency and effectiveness.

1. Performance Monitoring, Quality Assurance, and Analysis

• Monitor and analyze call center performance metrics to identify areas of improvement and drive continuous improvement.
• Conduct Quality Assurance (QA) reviews of Customer Care calls to ensure service standards, communication quality, and compliance with company guidelines.
• Provide feedback and coaching to agents based on QA results to improve service delivery.
• Check and investigate any anomalies or variances in reports, ensuring accuracy of data and identifying root causes of discrepancies.
• Prepare and generate KPI reports for the department and ensure proper dissemination and communication of results to the team.
• Provide regular reports to senior management on team performance, customer satisfaction levels, and trends.
• Regularly report department performance, insights, and key issues to the Management Committee (ManCom).

1. Cross-Department Coordination

• Collaborate with other departments to ensure smooth operations and efficient resolution of customer issues.
• Collaborate and communicate with Area Managers and Branch Managers regarding customer complaints, ensuring proper handling, resolution, and service recovery actions.

1. Policy Development and Compliance

• Develop and maintain policies and procedures for the customer care team, ensuring compliance with company policies, standards, and regulations.

1. Escalation and Issue Resolution

• Manage and resolve escalated customer complaints and issues, ensuring timely and satisfactory resolution

1. Administrative and Other Duties

• Perform ad hoc tasks and other duties as assigned by immediate superior.

QUALIFICATIONS:

• Minimum of 2-3 years of experience in a call center management or leadership role.
• Proficient in Microsoft Office Suite and customer service software.
• Ability to work flexible hours, including evenings and weekends.
• Must have a happy and positive attitude and can easily adapt to Lola Nena’s culture of Love, Care, Warmth, Respect, and Professionalism.