Senior Associate - Customer Care

Job Description

As a Customer Care Senior Associate, your role involves overseeing and managing customer care operations within a company. You are responsible for ensuring high-quality customer service, resolving complex issues, and supervising a team of customer care representatives. Your key responsibilities may include : Team Management : You will be responsible for supervising and leading a team of customer care representatives. This involves training, coaching, and providing guidance to ensure excellent customer service. Customer Issue Resolution : You will handle complex customer issues and escalations that require senior-level intervention. This could involve resolving complaints, providing solutions, and ensuring customer satisfaction. Process Improvement : As a senior executive, you'll need to identify areas for improvement within the customer care department. This could involve streamlining processes, implementing new technologies or tools, and enhancing the overall customer experience. Performance Monitoring : You will monitor the performance of the customer care team, tracking key metrics such as customer satisfaction, response times, and issue resolution rates. Regular feedback and performance evaluations will be part of your responsibilities. Customer Relationship Management : You will build and maintain positive relationships with key customers, ensuring their needs are met and addressing any concerns they may have. Reporting : You will prepare reports and presentations on customer care metrics, team performance, and customer feedback. This information will be shared with senior management to guide decision-making and strategic planning. Training and Development : You will identify training needs within the customer care team and coordinate training programs to enhance their skills and knowledge. This could include product training, customer service techniques, or soft skills development. Collaboration : You will collaborate with other departments, such as sales, marketing, and product development, to gather feedback, address customer pain points, and improve overall customer satisfaction.