24 Oct
Soti North America
Vancouver
Job Title: Customer Care Manager
Company: Soti North America
Location: Vancouver, British Columbia, CA / Hybrid Remote Work Possible
At Soti North America, we pride ourselves on delivering exceptional customer experiences and fostering a culture of innovation and collaboration. While we are not currently hiring for the position of Customer Care Manager, we are always eager to connect with talented individuals who are passionate about customer service and management. We invite you to submit your CV as we prepare for our upcoming hiring plans. Your profile will be kept on file, and we will reach out when opportunities arise that align with your skills and experience.
Position Overview:
The Customer Care Manager plays a vital role in ensuring that our customers receive the highest level of service and support. This position is responsible for overseeing the customer care team, developing strategies to enhance customer satisfaction, and implementing best practices to improve service delivery. The ideal candidate will be reliable, dedicated, and possess a strong commitment to quality in all aspects of work, products, and services.
Key Responsibilities:
- Lead and manage the customer care team, providing guidance, support, and training to ensure high performance and professional development.
- Develop and implement customer service policies and procedures that align with company goals and enhance the customer experience.
- Monitor and analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes.
- Collaborate with cross-functional teams to address customer needs and resolve issues effectively and efficiently.
- Foster a customer-centric culture within the team,
encouraging proactive engagement and relationship-building with customers.
- Manage escalated customer inquiries and complaints, ensuring timely resolution and maintaining customer satisfaction.
- Prepare and present reports on customer service performance, trends, and opportunities for improvement to senior management.
- Stay informed about industry trends and best practices in customer service management to continuously enhance service delivery.
- Participate in recruitment and onboarding of new team members, ensuring alignment with company values and culture.
- Organize and lead training sessions to enhance team skills and knowledge in customer care practices.
Qualifications:
- A minimum of 1-5 years of experience in customer service or management roles,
with a proven track record of success in leading teams and improving customer satisfaction.
- Strong critical thinking and problem-solving skills, with the ability to analyze complex situations and develop effective solutions.
- Excellent time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Exceptional communication and interpersonal skills, with the ability to build rapport with customers and team members alike.
- A reliable and dedicated work ethic, with a commitment to delivering high-quality service and support.
- Proficiency in customer service software and tools, as well as Microsoft Office Suite.
Benefits:
At Soti North America, we value our employees and offer a comprehensive benefits package that includes:
- Relocation allowance for candidates who may need to move to join our team.
- Travel opportunities to engage with customers and attend industry events.
- Profit sharing to reward our employees for their contributions to the company’s success.
Working Environment:
We prioritize quality in all aspects of our work, products, and services. Our team is dedicated to continuous improvement and innovation, ensuring that we meet and exceed customer expectations. We foster a collaborative and inclusive work environment where every team member’s contributions are valued and recognized.
Equal Opportunity Statement:
Soti North America 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 interested in being considered for future opportunities as a Customer Care Manager at Soti North America, please submit your CV and a brief cover letter outlining your relevant experience and why you would be a great fit for our team. We look forward to connecting with you!
How to apply:
Apply on GrabJobs and you will be notified via email if shortlisted for the job.
▶️ Customer Care Manager
🖊️ Soti North America
📍 Vancouver