Job Overview:
We are looking for a dedicated and results-driven Male Customer Care Manager to lead and oversee our customer service team. In this role, you will be responsible for ensuring excellent customer experiences, managing customer service operations, and implementing strategies to improve customer satisfaction. Your leadership, communication skills, and ability to manage a team effectively will be key in driving success and maintaining high-quality service standards.

Key Responsibilities:

• Lead, motivate, and manage a team of customer care representatives to achieve performance goals and service excellence.
• Develop and implement customer service strategies, policies, and procedures to improve overall customer satisfaction and loyalty.
• Monitor team performance and provide guidance, training, and feedback to enhance skills and productivity.
• Handle complex or escalated customer inquiries and resolve issues in a timely and efficient manner.
• Analyze customer feedback, identify trends, and implement corrective actions to improve service quality.
• Ensure the team adheres to company policies, processes, and service standards.
• Collaborate with other departments (sales, operations, marketing) to address customer needs and improve service offerings.
• Prepare and present reports on customer service performance, trends, and areas of improvement to senior management.
• Manage customer complaints, ensuring they are resolved in a professional and customer-centric manner.
• Oversee the development of training materials and programs to enhance the team’s knowledge and customer service skills.
• Maintain up-to-date knowledge of products and services to provide accurate information to customers.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or related field (preferred).
• Proven experience as a Customer Care Manager or in a similar leadership role in customer service.
• Strong leadership skills with the ability to motivate and manage a team.
• Excellent communication, problem-solving, and decision-making abilities.
• Ability to handle high-pressure situations and resolve customer complaints effectively.
• In-depth knowledge of customer service best practices and CRM systems.
• Strong organizational and time-management skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Preferred Skills:

• Experience in the Education industry is a plus.
• Ability to communicate in English fluently
• Familiarity with performance metrics and KPIs in customer service.