23 Oct
CaseWare International
Toronto
Job Title: Customer Care Manager
Company: Caseware International
Location: Toronto, Ontario, CA / Hybrid Remote Work Possible
At Caseware International, we are committed to delivering exceptional customer experiences and fostering a culture of innovation and growth. While we are not currently hiring for the position of Customer Care Manager, we recognize the importance of building a talent pool for our future hiring plans. We invite you to submit your CV and express your interest in joining our dynamic team. Your profile will be kept on file, and we will reach out to you when opportunities arise that align with your skills and experience.
Role Overview:
As a Customer Care Manager,
you will play a pivotal role in ensuring our customers receive the highest level of service and support. You will lead a team of dedicated customer care professionals, driving initiatives that enhance customer satisfaction and loyalty. Your responsibilities will encompass a wide range of tasks, from developing customer care strategies to managing day-to-day operations, all while fostering a positive and collaborative working environment.
Key Responsibilities:
- Team Leadership: Lead, mentor, and develop a high-performing customer care team, fostering a culture of excellence, accountability, and continuous improvement.
- Customer Engagement: Establish and maintain strong relationships with customers, ensuring their needs are met and exceeded through proactive communication and support.
- Operational Excellence: Oversee the daily operations of the customer care department, ensuring efficient processes and workflows are in place to handle customer inquiries and issues effectively.
- Strategy Development:
Collaborate with senior management to develop and implement customer care strategies that align with the company’s goals and objectives.
- Performance Metrics: Monitor and analyze key performance indicators (KPIs) to assess team performance and customer satisfaction, implementing improvements as necessary.
- Innovation and Improvement: Encourage a culture of innovation within the team, soliciting feedback and ideas to enhance customer service processes and offerings.
- Training and Development: Identify training needs and provide ongoing coaching and development opportunities for team members to enhance their skills and knowledge.
- Cross-Functional Collaboration: Work closely with other departments, such as sales, marketing, and product development,
to ensure a seamless customer experience and address any issues that may arise.
- Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement, ensuring that customer voices are heard and acted upon.
Requirements:
- Experience: We welcome candidates from entry-level to senior-level positions. Relevant experience in customer service or customer care management is a plus.
- Education: A bachelor’s degree in business, communications, or a related field is preferred but not mandatory.
- Personality Traits: We are looking for energetic and resilient individuals who thrive in a fast-paced environment and can adapt to changing circumstances.
- Soft Skills: Strong innovation and creativity skills are essential,
as you will be encouraged to think outside the box and propose new ideas to enhance customer experiences.
- Communication Skills: Excellent verbal and written communication skills are required to effectively engage with customers and team members.
- Problem-Solving: Strong analytical and problem-solving abilities to address customer issues and implement effective solutions.
Benefits:
At Caseware International, we value our employees and offer a range of benefits to support their well-being and professional growth, including:
- Travel Opportunities: Engage with clients and partners globally, expanding your professional network and experience.
- Employee Discounts: Enjoy exclusive discounts on our products and services.
- Disability Insurance:
Comprehensive coverage to ensure peace of mind for you and your family.
Working Environment:
We pride ourselves on creating a working environment that encourages curiosity and questioning. We believe that fostering an atmosphere of open dialogue and exploration fuels innovation and growth, allowing our team members to thrive and contribute to our collective success.
Equal Opportunity Statement:
Caseware International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
If you are passionate about customer care and are excited about the possibility of joining our team in the future,
please submit your CV and a brief cover letter outlining your interest and qualifications. We look forward to reviewing your application and potentially connecting with you when opportunities arise. Thank you for considering a career with Caseware International!
How to apply:
Apply on GrabJobs and you will be notified via email if shortlisted for the job.
▶️ Customer Care Manager
🖊️ CaseWare International
📍 Toronto