Customer Care Representative

2 weeks ago

Pasig, Philippines Cepat Kredit Financing Inc. Full time

Responsibilities

  • Team Leadership: Lead, mentor, and manage a team of customer care representatives, ensuring high performance, engagement, and job satisfaction.
  • Customer Support Management: Oversee customer support operations, ensuring all customer inquiries, complaints, and issues are handled promptly and effectively.
  • Process Improvement: Identify areas of improvement in the customer service process and implement strategies for increasing efficiency and satisfaction.
  • Customer Experience Enhancement: Develop initiatives to improve the overall customer experience, ensuring our services align with customer expectations and industry best practices.
  • Escalation Management: Act as an escalation point for complex or unresolved customer issues, ensuring they are addressed and resolved effectively.
  • Performance Monitoring: Track key performance indicators (KPIs) such as response times, resolution times, customer satisfaction (CSAT), and customer retention. Implement corrective actions as needed to improve performance.
  • Training & Development: Provide ongoing training and professional development opportunities for customer care team members, ensuring they are well-equipped to deliver top-tier service.
  • Reporting & Analysis: Generate regular reports on customer service metrics, customer feedback, and team performance. Present insights and recommendations to senior management.
  • Cross-Department Collaboration: Work closely with other departments (sales, marketing, product development, etc.) to ensure alignment and resolve customer concerns effectively.
  • Policy & Procedure Development: Develop, implement, and review customer service policies and procedures, ensuring consistency and quality in customer care.
Qualifications
  • Bachelor's degree in Business Administration, Communications, or a related field (preferred).
  • Proven experience (3+ years) in customer service or customer care management, preferably in a leadership role.
  • Strong leadership skills with a focus on team building, motivation, and performance management.
  • Exceptional communication and interpersonal skills.
  • Excellent problem-solving skills and the ability to handle escalated customer issues with empathy and professionalism.
  • Strong organizational and time-management skills.
  • Experience with CRM tools and customer service management software.
  • Ability to analyze customer service data and create actionable reports and insights.
Preferred Skills
  • Experience with customer service frameworks (e.g., Service Level Agreements, CSAT, NPS).
  • Proficiency in data analysis and reporting tools (Excel, Google Analytics, etc.).
  • Knowledge of call center operations or multi-channel support systems (email, live chat, social media).
  • Project management experience is a plus.
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