Manager - Customer Care

Description of Job Function:

Providing customer service support to internal and external clients calling, emailing, live chatting or instant messaging the organization. Acting as a liaison between our clients and the organization. Assist with complaints, orders, errors, account questions, billing, cancellations, and other queries.

 

Principal Responsibilities:

• Train, manage, and develop the Customer Care Team
• Develop and monitor Customer Care Team metrics
  • Provide periodic reports to senior managers
• Create and maintain procedures for Customer Care team activities
• Oversee outbound communication
• Handle customer retention by contacting clients after service delivery to gauge customer satisfaction and follow up on negative reviews
• Collaborate with the Marketing department to develop scripts for client follow up
• Oversees inbound communication
  • Answer multi-line phone line and route calls to correct AIB International representative based on needs
  • Handle inbound communication via phone, email, web chat, etc. by describing products and services to persuade potential and current customers to purchase new products and services, process customer requests and orders
• Ensure customer care team is adequately staffed at all times

 

  Additional Activities:

• Process internal and external correspondence as required and within 24 hours of receipt
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate that will be conducive to maximum employee morale, productivity, efficiency and effectiveness
• Perform other duties as assigned by supervisor

 

 Principal Customers:

• External - AIB International Clients
• Internal - Sales, Marketing, Finance, Operations and Quality Assurance

 

 Minimum Requirements:

• Bachelor's degree or equivalent experience
• Minimum of 1-2 years in customer services (either in a call center or working with clients)
• Minimum of 3-5 years of managerial experience
• Experience with Windows, Microsoft Office products and CRM experience is beneficial

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.