Customer Care Manager

OVERVIEW

Position

Customer Care Manager   

Job Code

Reports to

Director, NEOM Public Services

Direct Reports

Division/Section

Operations   

Department

Customer Service

Sector

NEOM Public Services

Job Family

Role Purpose

Customer Service Manager will be responsible for overseeing teams of Customer Service Representatives. They will spearhead the customer service team within the company, ensuring that the delivery of support and services aligns with the company's standards and customer expectations. This role involves a strategic blend of leadership, communication, and problem-solving skills to oversee the operations of customer service representatives and to foster an environment of exceptional service. They will maintain the company's reputation and drive business success through positive customer engagement.

Customer Care Manager will perform miscellaneous job-related duties as assigned.

KEY ACCOUNTABILITIES & ACTIVITIES

Strategic role

• Create a cohesive and positive experience across all touchpoints, from initial contact through post-service support by gathering and analyzing customer feedback, identifying trends and pain points, and leading to strategic changes that enhance overall satisfaction. This will be done through all our customer facing channels such as online portals, service centers, call centers, and customer mailing.
• Oversees the daily operations of the customer service department, leading customer service agents in successfully achieving company initiatives.
• Implementing strategies to improve customer satisfaction, retention, and response times.
• Developing and implementing customer service policies and procedures to ensure consistent service quality.
• Collaborating with other departments to integrate customer service with overall business operations.
• Managing the customer service budget and ensuring resources are used efficiently.
• Leading customer experience improvement projects.
• Developing customer satisfaction goals and coordinating with teams to achieve them.

Operations

• Handling complex customer complaints or inquiries that require a higher level of support or escalation.
• Utilize existing systems to enhance service delivery.
• Ensuring the team adheres to legal and ethical standards when dealing with customers.
• Leverage analytics tools to understand customer behavior, preferences, and satisfaction levels.
• Setting customer satisfaction targets and working with the team to meet targets consistently.

Communication

• Facilitating effective communication channels between customers and the company.
• Ensure that customer service representatives are well-trained, equipped with the necessary information, and motivated to provide exceptional service.
• Communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

Monitoring & Reporting

• Monitoring the progress of customer cases.
• Setting clear customer support goals and KPIs, and monitoring team performance against these metrics.
• Analyzing customer feedback and service data to identify trends and areas for improvement
• Collects and analyzes customer service department metrics.
• Maintaining accurate records and documenting all customer service activities and discussions.

BACKGROUND, SKILLS & QUALIFICATIONS

Knowledge, Skills and Experience