Customer Care and Sales Coordinator

Job Description

We are seeking an experienced and motivated Customer Care Team Coordinator to oversee our customer service operations across multiple locations. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring high-quality service delivery, and enhancing customer satisfaction. Key Responsibilities: 1. Team Management: Supervise and lead customer care teams at various locations, providing guidance and support to ensure exceptional service. 2. Training and Development: Develop and implement training programs for customer service representatives to enhance their skills and knowledge. 3. Performance Monitoring: Monitor team performance and customer feedback to identify areas for improvement and implement necessary changes. 4. Communication: Act as the primary point of contact between customer care teams and management, facilitating effective communication and collaboration. 5. Excel Proficiency: Utilize Excel for data entry, analysis, and reporting. Create and maintain spreadsheets, charts, and graphs to support decision-making processes. 6. Software Knowledge: Demonstrate proficiency in various software applications, including customer care calling systems and IVR (Interactive Voice Response) systems, to enhance customer service and streamline workflows. 7. Industry Knowledge:expertise in the pathology industry to educate clients on services, products, and best practices.Stay up-to-date with industry trends, regulations, and advancements to provide informed support to customers and the sales team. 8. Issue Resolution: Address escalated customer inquiries and complaints, ensuring timely and satisfactory resolution. 9. Reporting: Prepare and present regular reports on team performance, customer satisfaction metrics, and operational efficiency to management. Qualification: - experience in customer service or customer care coordination, preferably in a multi-location environment. - Strong leadership and team management skills. Skills Required: - Excellent communication and interpersonal skills. - Strong problem-solving abilities and the capacity to handle challenging customer situations. - Ability to effectively manage software systems - Ability to work effectively in a fast-paced, dynamic environment. Working Hours: 9 Hours (10am to 7pm) Weekly off - Rotational 2 Years Customer Care Team Coordinator to oversee our customer service operations across multiple locations.