Customer Care Supervisor

Position Objective: Lead and oversee the Customer Care team to ensure a high-quality service focused on supporting and guiding clients throughout their customer journey.
Centralize and standardize customer service processes across all offices, ensuring efficient lead assignment and optimal use of the CRM platform.Key Responsibilities:Monitor and evaluate the team's performance through key metrics and KPIs, ensuring compliance with established protocols and service standards.Conduct regular performance reviews and provide feedback to improve individual and team results.Ensure full compliance with lead handling protocols and service quality standards across all offices.Ensure efficient lead assignment.Oversee the effective use of the platforms to document all client interactions and generate relevant business data.Manage lead intake from various channels: phone calls, WhatsApp, websites (local, international, and renowned media outlets), social media, and newsletters.Implement continuous improvement strategies to enhance the customer experience.Provide ongoing training and support to the team on digital tools and customer service protocols.Requirements:Advanced English (spoken and written).Minimum of 3 years in a supervisory or managerial role in customer service.Advanced CRM management.Team management and leadership.Strong leadership and team motivation skills.Effective communication.Customer and results-oriented mindset.Analytical thinking and problem-solving.Excellent organizational and time management skills.Seniority levelMid-Senior levelEmployment typeFull-time#J-18808-Ljbffr