CUSTOMER CARE MANAGER
POSTION STATUS: Closed
LOCATION: Penticton, BC
Our Penticton, BC client, a leader in their industry, is looking to add a Customer Care Manager to their dedicated and dynamic team.
The goal of this position will be to lead the customer care team in ensuring the customers are satisfied with their superb customer service in all channels resulting in the retention of customers, revenue growth and an outstanding reputation with customers worldwide.
Responsibilities:
Upkeep procedural manuals to do with Customer Care
Stay current on Customer Care best practices
Lead the Customer Care Team, ensuring desired outcomes are achieved, priorities are met, policies and procedures are followed, and the Team functions effectively and cooperatively.
Provide friendly, comprehensive and efficient customer care to customers by phone and email
Educate customers regarding products and services helping customers make the right purchasing decisions
Manage the daily schedules for phone and email shifts
In consultation with the owners, hire and train new customer care team members
Manage incoming call and email volume ensuring customer care inquiries are responded to and resolved in a timely manner
Oversee the collection of information from customers regarding products and services and report to management regarding opportunities
Know company products in-depth and act as customer care resource for all
Address escalated customer concerns from team members and follow through on issues until a resolution is accomplished
Manage the customer care budget
Participate in business planning meetings to identify future needs
Coordinate with Logistics on customer orders and returns
Review and approve credit notes and repair notes before processing· Develop customer care procedures and templates and train and coach team members in providing outstanding customer service
Requirements:
5+ years of experience providing exceptional customer service remotely (online & phone)
3+ years of experience managing and motivating a team
Knowledge of best practices in customer care and customer experience
Impeccable communication skills, orally and in writing including the ability to listen
Strong work ethic
Positive team-oriented attitude
Passionate about the goals and values of the company including quality, health, service, and empathy
High level of proficiency with computers, software (MS Office), and other facets of technology
Highly personable phone manner
Exceptional customer service skills including tact, diplomacy, negotiation and conflict resolution
Excellent organization skills including planning, prioritizing, and time management
Proven ability to work in a fast-paced, dynamic and ever-changing environment
*** Lifelong learner and Passion for natural health
If you are interested in applying for this position, please email resume with salary expectations.
We thank all those who express interest in this opportunity however only those short-listed will be contacted.
