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Customer Care Manager

Location
Penticton, BC
Details
Full Time
A month ago

Our Penticton, BC client, a leader in their industry, is looking to add a Customer Care Manager to their dedicated and dynamic team.

The goal of this position will be to lead the customer care team in ensuring the customers are satisfied with their superb customer service in all channels resulting in the retention of customers, revenue growth and an outstanding reputation with customers worldwide.

Responsibilities:

  • Upkeep procedural manuals to do with Customer Care

  • Stay current on Customer Care best practices

  • Lead the Customer Care Team, ensuring desired outcomes are achieved, priorities are met, policies and procedures are followed, and the Team functions effectively and cooperatively.

  • Provide friendly, comprehensive and efficient customer care to customers by phone and email

  • Educate customers regarding products and services helping customers make the right purchasing decisions

  • Manage the daily schedules for phone and email shifts

  • In consultation with the owners, hire and train new customer care team members

  • Manage incoming call and email volume ensuring customer care inquiries are responded to and resolved in a timely manner

  • Oversee the collection of information from customers regarding products and services and report to management regarding opportunities

  • Know company products in-depth and act as customer care resource for all

  • Address escalated customer concerns from team members and follow through on issues until a resolution is accomplished

  • Manage the customer care budget

  • Participate in business planning meetings to identify future needs

  • Coordinate with Logistics on customer orders and returns

  • Review and approve credit notes and repair notes before processing· Develop customer care procedures and templates and train and coach team members in providing outstanding customer service

Requirements:

  • 5+ years of experience providing exceptional customer service remotely (online & phone)

  • 3+ years of experience managing and motivating a team

  • Knowledge of best practices in customer care and customer experience

  • Impeccable communication skills, orally and in writing including the ability to listen

  • Strong work ethic

  • Positive team-oriented attitude

  • Passionate about the goals and values of the company including quality, health, service, and empathy

  • High level of proficiency with computers, software (MS Office), and other facets of technology

  • Highly personable phone manner

  • Exceptional customer service skills including tact, diplomacy, negotiation and conflict resolution

  • Excellent organization skills including planning, prioritizing, and time management

  • Proven ability to work in a fast-paced, dynamic and ever-changing environment

    *** Lifelong learner and Passion for natural health

Please submit resume to kristie@kanrecruitment.com. We thank all those who express interest in this opportunity however only those short-listed will be contacted.

Category
Administrative Customer Service and Support Management and Executive