Customer Service Quality Manager

Company Description solutions for your child’s needs. As a source of comfort for your household, our mission is to simplify and personalize your child’s journey through parenting, and help you navigate the maze of choices. By addressing your child’s needs in a hassle-free process, we aim to relieve you of your mental to-do list and provide you with a baby step to modern parenthood Job Overview The Customer Care Manager is responsible for overseeing the customer service operations with a focus on retention and quality assurance. They will lead a team of customer care representatives, ensuring that customers receive exceptional service and support. This role is crucial in maintaining customer satisfaction, driving retention efforts, and upholding quality standards within the company's baby products and FMCG (Fast-Moving Consumer Goods) sector. Key Responsibilities: 1. Team Leadership: Lead and manage a team of customer care representatives, providing guidance, coaching, and support to ensure high performance and productivity. 2. Retention Strategies: Develop and implement strategies to enhance customer retention, including proactive outreach, personalized communication, and resolution of customer concerns and complaints. 3. quality Assurance: Establish and maintain quality assurance standards and procedures for customer interactions, ensuring adherence to company policies and delivering consistent, high-quality service. 4. Training and Development: Conduct training sessions for customer care team members on customer service best practices, product knowledge, and retention techniques. 5. Performance Monitoring: Monitor key performance indicators (KPIs) such as customer satisfaction scores, retention rates, and resolution times, and implement corrective actions as needed. 6. Process Improvement: Continuously evaluate and improve customer care processes and workflows to enhance efficiency and effectiveness. 7. Cross-functional Collaboration: Collaborate with other departments such as sales, marketing, and product development to address customer feedback and improve overall customer experience. 8. Reporting and Analysis: Generate reports and analyze data related to customer interactions, retention efforts, and quality metrics to identify trends and opportunities for improvement. 9. Reporting and analytics: Generate regular reports on customer service metrics, feedback trends, and team performance. 10. Budget Management: Manage the budget for the customer care department, ensuring efficient use of resource Qualifications · Bachelor’s degree in a relevant field; knowledge of organic products or related industry preferred. · Minimum of 7 years of experience in customer service, with at least 3 years in a managerial role. · Strong technical acumen with the ability to understand and explain complex product details. · Proven track record in leading a team and improving customer service processes. · Excellent communication, analytical, and problem-solving skills.

• Proficiency in customer service software and CRM systems.