About the role
- Manage and oversee the performance of the back-office team, including CCEs.
- Develop and implement processes to streamline customer care operations.
- Monitor and analyze customer inquiries and feedback to identify areas of improvement.
- Collaborate with other departments to ensure seamless customer service.
- Train and mentor CCEs to enhance their skills and knowledge.
- Ensure compliance with company policies and industry regulations.
- Maintain accurate records and documentation of customer interactions.
- Handle escalations and complex customer issues, providing timely resolutions.
- Stay updated with industry trends and best practices in customer care.
- Conduct regular performance evaluations and provide constructive feedback to the team.
- Bachelor's degree in Business Administration, Customer Service, or a related field.
- Minimum 3 years of experience in a similar operations or customer care role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in using customer relationship management (CRM) software.
- Analytical mindset with problem-solving skills.
- Ability to work independently and manage multiple tasks.
- Familiarity with industry-specific regulations and compliance standards.
- Willingness to stay updated with technological advancements.
- Strong work ethic and a customer-centric approach.