Customer Care Manager

We are seeking a dedicated and efficient Customer Service Manager to oversee all customer service activities, focusing on email communications and answering calls. This role is ideal for someone who excels at handling administrative tasks and thrives in an introvert-friendly environment. The Customer Service Manager will ensure customers receive timely and accurate responses to their inquiries while maintaining a calm, focused, and professional demeanor. Key Responsibilities: Email Communication Management: Respond promptly and professionally to customer inquiries, complaints, and feedback via email. Maintain clear, concise, and empathetic communication with customers. Follow up on unresolved issues and ensure customer satisfaction. Call Management: Handle incoming calls from customers, addressing inquiries and resolving issues. Document calls and customer interactions accurately. Maintain a professional and polite tone when communicating with customers, ensuring a positive experience. Customer Service Leadership: Lead and supervise a small team of customer service representatives (if applicable), ensuring they meet service targets and provide excellent customer service. Monitor and evaluate performance and provide constructive feedback. Develop training materials and assist with the onboarding process for new customer service staff. Problem Resolution: Proactively address customer complaints and ensure timely resolution. Escalate complex issues to upper management as needed. Maintain records of customer complaints and resolutions to identify trends. Process Improvement: Work with cross-functional teams to improve customer service processes and enhance customer satisfaction. Identify and suggest improvements in email templates, call scripts, and customer service workflows. Reporting and Documentation: Compile customer service data and prepare regular reports on response times, issue resolution, and customer feedback. Maintain accurate records of customer interactions and service issues. Required Qualifications: Proven experience in customer service, preferably in a managerial or supervisory role. Strong written communication skills with the ability to respond clearly and professionally via email. Comfort in answering calls and managing customer inquiries over the phone. Strong attention to detail and ability to multitask efficiently. A calm, patient, and empathetic approach to customer issues. Ability to work independently and as part of a team. Proficiency in Microsoft Office or other office software (CRM experience is a plus). Preferred Qualifications: Previous experience managing customer service teams or handling higher-level customer inquiries. Familiarity with customer service software, CRM platforms, or ticketing systems. Strong problem-solving skills and ability to handle conflict in a professional manner. Personal Traits: Introverted individuals who excel in a quieter, structured environment will thrive in this role. Must be comfortable with working independently and focusing on tasks with minimal social interaction while still maintaining excellent customer service. Patience, empathy, and a strong sense of responsibility toward delivering high-quality service are key traits for success. Why Join Us: A supportive and quiet work environment where your skills are valued. Opportunities for professional growth and development in customer service management. Competitive salary and benefits package.