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Customer Care Manager
3 semanas atrás
Improve Customer Experience with Us
Trek is an amazing place to work, offering incredible benefits for all employees. We build only products we love and provide hospitality to our customers. When you're on our team, you're taken care of, encouraged to learn and grow, and given lots of opportunities to do so.
Job Description- Effectively coach and lead a customer care team to consistently hit metrics and provide a great customer experience with hospitality.
- Create a continual learning environment for customer care team on new products and services.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Summarize and report department metrics and goals to determine meeting of business executives.
- Implement effective customer care procedures, policies, standards and best practices.
- Provide training and documentation for department related touchpoint systems.
- Respond to and resolve any escalated customer concern(s).
- Responsible for developing weekly and hourly agent schedule based on business needs.
- Work with IT to enhance and improve retailer-facing processes for simplicity and the best customer experience.
- Hire and train new customer care guides.
- Bachelor's degree in Business Administration or relevant field preferred.
- Minimum of 5 years' proven experience in a customer care/hospitality position, some of which in a managerial role.
- Experience with webchat, phone, and email with customers required.
- Proficiency in Microsoft Office, customer service software, databases, and CRM tools.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
- Fluent in English and Portuguese.
If you like growing with us, working with happy people who achieve more than they thought possible, you'll enjoy your career with Trek
