As a Customer Care Service Manager, you will be in charge of overseeing both incoming and outgoing customer interactions to make sure the team achieves key performance indicators (KPIs) and provides outstanding service. Your role includes managing relationships, resolving complaints, ensuring quality control, and continuously improving processes.
Inbound Team Management
- Lead the inbound customer support team to meet and surpass KPIs, ensuring a high level of customer satisfaction
- Implement effective strategies to boost team productivity and efficiency in handling customer inquiries.
Outbound Management and Planning
- Plan and manage outgoing activities in response to requests from functional teams.
- Collaborate with cross-functional teams to address customer needs and provide proactive support.
Service Level Agreement (SLA Compliance)
- Ensure the prompt resolution of user inquiries within established SLAs.
- Monitor and report on SLA adherence, implementing corrective actions as necessary.
- Handle customer requests and complaints within the Escalation Matrix and standard Service Level Agreements (SAL).
- Implement effective solutions to prevent recurring issues and improve the overall customer experience.
Client Relationship Management
- Build and maintain strong relationships with clients by providing support, information, and guidance.
- Proactively identify opportunities to enhance customer satisfaction and loyalty.
- Implement a robust complaint management system to address and resolve customer issues promptly.
- Analyze complaint data to identify trends and areas for improvement.
Quality Control & Audit
- Develop and enforce quality control standards for customer interactions.
- Conduct regular audits based on defined parameters to ensure consistency and adherence to best practices.
- Follow up on action plans to enhance staff and departmental performance.
- Provide coaching and training to team members to enhance their skills and knowledge.
- Monitor and escalate issues to cross-functional teams as needed for efficient problem resolution.
- Collaborate with other departments to streamline processes and enhance overall service delivery.
SOP Review and Workflow
- Review Standard Operating Procedures (SOPs) of Customer Care Operations and enhance workflows as necessary.
Continuously seek opportunities