Job Description
The Head of Customer Care will lead and manage the customer Care department, ensuring exceptional service and support for all customers. This role is critical in maintaining high levels of customer satisfaction and loyalty. You will oversee all aspects of customer care operations, ensuring timely resolution of inquiries, concerns, and issues. Your focus will be on fostering positive customer relationships, driving satisfaction, and continuously improving the quality of service. The ideal candidate will possess a deep understanding of customer service best practices and have experience in the manufacturing sector, ideally within the ceramics or building materials industries.
Responsibilities:
1. Team Leadership
Recruit, train, and mentor a team of customer care representatives, ensuring they have the skills and knowledge needed to provide excellent service.
Set clear performance expectations and goals for the team, regularly monitor performance, and provide feedback and coaching as necessary.
Foster a positive and collaborative team environment, promoting accountability, empowerment, and continuous learning.
2. Customer Support Operations:
Develop and implement policies, procedures, and service standards to ensure consistent, high-quality customer care.
Manage the day-to-day operations of the customer care department, including staffing, scheduling, and resource allocation.
Monitor inbound inquiries via phone, email, chat, and social media, ensuring prompt and accurate responses.
Handle escalated customer issues and complaints, resolving them effectively and promptly.
Manage and build a team of trained employees who can manage inbound & outbound leads.
3. Customer Relationship Management:
Build and maintain strong relationships with customers, serving as their advocate within the organization.
Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
Collaborate with cross-functional teams to implement solutions that enhance the overall customer experience and drive loyalty.
4. Performance Monitoring and Reporting:
As head of customer care, you will report directly to the organizations CMD.
Define key performance indicators (KPIs) for the customer care team, tracking metrics such as response time, resolution rate, and customer satisfaction.
Analyze performance data to identify trends, root causes of issues, and areas for improvement.
Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities for optimization.
5. Process Improvement:
Continuously evaluate and optimize customer care processes and workflows to increase efficiency and effectiveness.
Create and maintain customer service policies and procedures.
Ensure consistent application of policies across all customer touchpoints.
Continuously evaluate and improve customer service processes for efficiency and effectiveness.
Implement new tools, technologies, and best practices to enhance the customer support experience.
Lead initiatives to automate and streamline repetitive tasks, allowing the team to focus on more value-added activities.
Qualifications:
- A bachelor's degree in business administration or a related field; an MBA or equivalent is preferred.
- Preferably from Tiles & Bathware or similar building material industry.
- Proven experience in customer service or customer care management, with a track record of delivering excellent service and driving customer satisfaction.
- Strong leadership skills with the ability to inspire and motivate a team towards common goals.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Proficiency in customer service software, CRM systems, and other relevant tools and technologies.
- Customer-centric mindset with a passion for understanding and meeting customer needs and expectations.
- Strong problem-solving skills with the ability to resolve complex issues and make sound decisions under pressure.
- Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.
Note: This job description is intended to convey information essential to understanding the scope of the role. It is not exhaustive and may be supplemented as necessary to meet the needs of the business.