Customer Care Manager

Key Accountabilities:
1. General Management (Call-Care-Complaint): 50%
• Responsible for the efficient and professional daily operations of the Customer Care team, ensuring both staff performance and effective operational systems.
• Develop short-term and long-term plans for the Customer Care team to meet company goals.
• Plan for resource allocation, staff training, and continuous improvement of operational procedures.
• Coordinate with other departments to optimize cooperation.
• Ensure efficient administrative procedures in the department, including accurate and timely reporting.
• Enhance staff performance through performance monitoring, issue resolution, system recommendations, and quality assurance measures.
• Monitor to ensure that all team members actively engage in Quality Service Management and Assessments.
• Review, evaluate, and improve service standards to exceed customer expectations.
• Participate in company projects.
• Set annual plans and budgets for team activities.
2. Complaint Handling: 15%
• Ensure that complaints are processed within the target turnaround time (TAT).
• Take a lead role in handling major complaints.
• Review all customer complaints to ensure they are resolved accurately, appropriately, and in accordance with company processes and regulations.
3. Customer Care Program: 15%
• Oversee daily activities of the Customer Care program.
• Analyze customer trends and provide recommendations to senior management to enhance service quality.
• Analyze the root cause of customer's complaint and make recommendations to senior management to reduce customer's complaint.
4. Call Center: 15%
• Oversee daily activities of the Call Center.
• Ensure the quality of calls, especially Welcome call.
• Analyze the root cause of incoming calls and make recommendations to senior management to proactively serve customers in other ways, thereby reducing incoming calls.
5. Other assignment: 5%
• Perform other tasks assigned relating to CC/CS team by CSH and C.Level from time to time.