Customer Care Manager

Description

WWW.ROYALMABATI.COM
RoyalMabati.com
★★★
WE'RE HIRING
JOIN OUR TEAM
CUSTOMER CARE MANAGER

The Customer Care Manager will lead the team to ensure top customer satisfaction. They will handle inquiries, resolve complaints, and enhance service strategies. The role includes managing interactions, tracking performance, and improving processes.

Key Skills & Qualifications:
• Education: Bachelor's degree in Business Admin, Customer Service, Communication, or related field (minimum requirement).
• Experience: 3–5 years in customer service, with at least 2 years in a supervisory or managerial role; preferably in a manufacturing or industrial setup.
• Professional training in CRM, Call Center Management, or CX is an added advantage.
• Strong computer literacy; must be proficient in MS Office (Excel, Word, Outlook).
• Working knowledge of inventory, production flow, and dispatch processes is essential.
• Proven leadership and team management skills; to supervise and motivate customer care agents.
• Ability to develop and implement service procedures and SOPs that drive consistency and excellence.
• Skilled in conflict resolution and de-escalation, especially under high-pressure scenarios.
• Experience in analyzing feedback and tracking KPIs; with a sharp eye for service improvement.
• Capable of coordinating with production, sales, and logistics to close service loops and resolve issues fast.

Key Competencies
• Strong leadership and team management skills; to oversee customer care agents effectively.
• Proven ability to develop and implement SOPs; ensuring smooth, structured service delivery.
• Skilled in managing high call and query volumes; thriving under pressure in fast-paced setups.
• Conflict resolution and de-escalation skills; handling complaints with calm and clarity.
• Ability to coordinate with production, dispatch, sales, and logistics; resolving issues swiftly.
• Experience in analyzing feedback and service data; identifying trends and service gaps.
• Competency in training, coaching, and mentoring teams; boosting performance and morale.
• Strong problem-solving skills and data-driven decisions; even under tight pressure.
• High attention to detail in complaints and delivery issues; no gaps, no guesswork.
• Strategic thinking to align service with business goals; driving continuous improvement.

Send your cv to: hr@royalmabati.com
Deadline 15th August