Customer Care Manager

Listing reference: grind_000376
Listing status: Under Review
Apply by: 24 November 2023
Position summary
Industry: Distribution, Transport & Logistics
Job category: Customer Service
Location: Richards Bay
Contract: Permanent
Remuneration: Market Related
EE position: Yes
An opportunity exists for recruiting a Customer Care Manager to join our dynamic team in Richards Bay.
Job description

 Main purpose of the job: To provide excellent customer care and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet their expectations.
 General responsibilities: responding to queries from customers and stakeholders, resolving problems as well as monitoring the progress of customer cases in their company's tracking system.
  • Improve customer care experience, create engaged customers, and facilitate organic growth.
  • Take ownership of customers issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused towards that mission.
  • Develop service procedures, policies and standards.
  • Keep accurate records and document customer care actions and discussions.
  • Analyse statistics and compile accurate reports.
  • Recruit, mentor and develop customer care agents and nurture an environment where they can excel through encouragement and empowerment.
  • Provide industry insight and apply best practices to areas of improvement.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.
  • Adhere to and manage the approved budget.
  • Maintain an orderly workflow according to priorities.

Minimum requirements

Requirements and skills
  • Proven working experience as a Customer Care Manager.
  • Experience in providing customer care support.
  • Excellent knowledge of management methods and techniques.
  • Proficiency in English.
  • Working knowledge of customer care software, databases, and tools.
  • Awareness of industry’s latest technology trends and applications.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Customer care orientation
  • Ability to remain calm and professional in stressful situations.
  • Ability to motivate and lead a team.
  • Ability to remain customer-focused and adaptable to change.
Minimum Requirements or Qualifications:
  • Bachelor’s degree in business administration or related field.
  • Five years of experience in a logistics customer service environment. 
Applications opens on the 17 November 2023 and closes on the 24 November 2023.

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