Customer Care Manager

The ideal candidate needs to be a great listener - by listening well and to every side of a situation, they will be able to gather the necessary information to make an effective and timely decision. Key responsibilities are to ensure that our clients are satisfied and to provide superb customer service. This is a work from home role with the expectation of meeting in the KZN Westville Office once or twice a week. Applicants are required to have their own internet connection as well as their own computer in order to fulfill the requirements of this role. * Customer retention: Building and maintaining profitable relationships with all clients. To engage via telephone, email & Whatsapp. * Manage a large number of calls, messages & emails. * Oversee the relationship with customers handled by the company's silos. * Maintain accurate records and document all customer service activities and discussions. * Respond to customer service issues in a timely manner. * Create effective customer service procedures, policies, and standards. * Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. * Delegate certain customer enquiries to specific teams * Interact with clients and troubleshoot problems relating to their websites, stock, leads and additional products. * Regular spot checks on client profiles and online presence to ensure all is kept up to date. * Carry out client satisfaction surveys and reviews. * Keep an accurate record of concerns and complaints and be able to translate these into usable data. Concerns and complaints are from internal staff as well as external clients. * Attend to customer complaints and follow-up corrective actions to feedback clients in a timely manner. Complaints from clients to be addressed within an hour. * Weekly Key Performance Index meetings to be attended. * Analyze client cancellations and provide feedback from the clients as to why they have discontinued the service. To ensure that the cancellation process is completed. * Work with operating staff and team leaders to establish procedures, standards, systems and procedures. * Determine training needs and liaise with silo team leads. * Ensure that all teams are following processes put in place. New processes to go through the Customer Care Manager for quality check. * Customer Care Manager to review all credit notes before it goes to the CEO or COO for approving. * Monthly reporting to management. * Gr.12/School leaving certificate is essential * Proven working experience as a Customer Care Manager or certificates pertaining to the job spec * 3 - 4 Years customer service experience * 3 - 4 Years leadership experience * Outstanding written and verbal communication skills * Good understanding of management practices and techniques. * Excellent