Customer Care Manager
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Responsibilities
- Manage & coach the Customer Care team
- Lead the Spanish Care team on a daily basis to drive performance.
- Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.
- Ensure tickets review with the Spanish Care team.
- Provide coaching and support to the team when needed.
- Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.
- Guarantee high responsiveness and service quality for tickets to thrive for excellence.
- Participate in tickets handling with the team and merchants calls (around 20% of your time).
- Be responsible for escalations from our merchants via calls and meetings.
- Create ad-hoc strategic planning with merchants without an Account Manager.
- Implement and update structured workflows / processes to manage Care requests efficiently.
- Ensure streamlined communication with merchants in Care remit.
- Align with the Account Management team to ensure a seamless experience for merchants.
- Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements.
Requirements
- 3+ years of experience in a client-facing role and 1+ year managing a team.
- Exceptional organizational & time management skills.
- Demonstrated ability to work in a team.
- Strong stakeholder management capabilities.
- Analytical mindset.
- Customer ultra-centricity.
- Native Spanish speaker and fluent English speaker.
- Be 100% in line with the Bigblue values.
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