Scope

The CART Manager will lead the customer service team, ensuring exceptional service and support to all internal and external stakeholder. This role involves managing customer care operations, implementing service strategies, and enhancing customer satisfaction and loyalty.

Job Responsibilities

1. Team Leadership and Management:

   - Supervise, mentor, and motivate a team of customer care representatives.

   - Conduct regular performance evaluations and provide coaching for improvement.

   - Develop and deliver training programs to enhance team skills.

2. Customer Service Strategy:

   - Design and implement effective customer service policies and procedures.

   - Identify and address areas for service improvements.

   - Set and monitor service goals and KPIs to ensure high performance.

3. Customer Support Operations:

   - Oversee day-to-day customer support operations to ensure timely and effective resolution of customer inquiries and issues.

   - Handle complex and escalated customer service issues.

   - Ensure compliance with company policies and customer service standards.

4. Customer Relationship Management:

   - Foster strong relationships with customers to enhance satisfaction and loyalty.

   - Gather and analyze customer feedback to inform service improvements.

   - Work with other departments to ensure a cohesive customer experience.

5. Reporting and Analysis:

   - Prepare and present regular reports on customer service performance and metrics.

   - Analyze service data to identify trends and make informed decisions.

   - Implement corrective actions based on data insights.

6. Innovation and Improvement:

   - Stay updated on industry trends and best practices in customer service.

   - Introduce innovative service solutions and technologies to enhance customer care.

   - Lead initiatives to improve service efficiency and effectiveness.

Qualifications:

- Bachelor’s degree in Business Administration, Marketing, or a related field.

- Proven experience as a Customer Care Manager or in a similar role.

- Strong leadership and team management skills.

- Excellent communication and interpersonal skills.

- Proficient in customer service software and CRM systems.

- Ability to analyze data and generate reports.

- Problem-solving aptitude and a customer-focused mindset.