Customer Care Lead

4 weeks ago

Pasig, National Capital Region, Philippines Megafresh International Inc. Full time
As the Customer Care Lead for Water and Air Filtration, you will play a pivotal role in managing and enhancing our customer support operations. You will lead a team of customer care representatives, establish service standards, and ensure that customer inquiries and issues are handled promptly and effectively.

Key Responsibilities:

-Supervise, mentor, and motivate a team of customer care representatives.
-Set performance goals and conduct regular coaching and performance evaluations.
-Oversee daily customer interactions via various communication channels, including phone, email, and chat.
-Ensure efficient and courteous handling of customer inquiries, complaints, and requests.
-Assist in resolving escalated customer issues and inquiries promptly.
-Collaborate with other departments to address complex customer concerns.
-Implement and maintain quality assurance processes to ensure consistent and high-quality customer support.
-Monitor and evaluate customer care interactions for compliance with service standards.
-Analyze customer feedback and data to identify trends and areas for improvement.
-Generate reports on customer satisfaction and key performance indicators (KPIs).
-Identify opportunities for process improvements to enhance the efficiency and effectiveness of customer care operations.
-Develop and implement new customer care procedures and best practices.
-Provide training and development opportunities to customer care representatives.
-Ensure that team members are well-equipped to handle customer inquiries and issues effectively.

Qualifications:

-Bachelor's degree in business, marketing, or a related field is preferred.
-Proven experience (2-3 years) in customer service or customer care, with at least 1-2 years in a supervisory role.
-Strong leadership and team management skills.
-Excellent communication and interpersonal skills.
-Problem-solving and conflict resolution abilities.
-Ability to analyze data and generate reports.
-Empathy and a customer-centric approach.

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