Customer Care Manager

Responsibilities:

- Reporting to the Customer Care Director managing 4-6 direct reports
- Responsible for day to day operations and service levels
- Escalation contact for supervisor
- Handle all administrative and human resources related activities for direct reports
- Seek input/feedback from team and stakeholders and prepare and deliver quarterly and yearly performance reviews to supervisors and other direct reports
- Coach and develop the team to perform against targets
- Assist the Director in the running and development of the business
- Communicate strategic and organizational updates to the team
- Hold regular operational meetings
- Work collaboratively with other department Managers
- Review and respond to daily emails received from internal and external customers
- Attend other departmental meetings in the absence of the Director
- Monitor the daily SLA and make recommendations for improvement as and when needed
- Project work as assigned

Qualifications/Requirements:

- Minimum of 3 years Management experience
- Minimum of 5 years Customer Service experience (or equivalent experience)
- Demonstration of leadership, team development and change management skills
- Experience in or strong interest in the Software and Technology industry preferred
- Experience in customer relationship management tools such as Salesforce.com is preferred
- Experience in Enterprise Resource Planning tools such as Oracle is preferred
- Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities
- Excellent business communication skills (spoken and written)
- Advanced problem solving/troubleshooting skills
- Ability to explain complex ideas in simple terms
- Proficiency in Microsoft Office Suite

Send resume to: diulliany.rosa (pierpoint.com)