Customer Care Manager

• Supervise daily operations of the customer care team, ensuring all inquiries and complaints are handled promptly and accurately.

• Develop and implement policies for handling local and international correspondence, ensuring adherence to service standards.

• Monitor customer interaction channels, including email, phone, and social media for prompt responses and resolution.

• Establish effective communication protocols for managing diverse customer interactions.

• Act as the primary point of escalation for complex or high- priority cases, ensuring swift resolution.

• Maintain professional, culturally sensitive communication with international stakeholders and partners.

• Analyze customer feedback to identify recurring issues and develop improvement strategies.

• Lead initiatives to enhance the overall customer journey, ensuring consistency across all touch points.

• Develop loyalty programs and proactive communication strategies to boost customer retention.

• Recruit, train, and mentor the customer care team to achieve high levels of performance.

• Conduct regular performance reviews and establish development plans for team members.

• Organize training programs on conflict resolution, effective communication,and product knowledge.

• Monitor and report customer service metrics regularly to senior management.

• Identify trends in customer inquiries and provide actionable insights for operational improvements.

• Develop dashboards to track team performance and align it with organizational goals.

• Ensure all operational activities meet or exceed industry safety, health, environmental, and quality standards.

• Monitor and report customer service metrics regularly to senior management.

• Identify trends in customer inquiries and provide actionable insights for operational improvements.

• Develop dashboards to track team performance and align it with organizational goals.

• Bachelor’s degree in Business Administration,Communications, Marketing, Social Sciences, or a related field.

• A Master’s degree or professional certification in Customer Service Management, Business Communication or related areas an added advantage.

• Strong understanding of customer service operations, service quality standards, and performance management.

• Demonstrated ability to handle escalations and high priority customer concerns professionally and efficiently.

• Proficiency in the use of Customer Relationship Management (CRM) systems,help desk platforms.

• Ability to design and implement customer service policies, process improvements, and loyalty programs.

• Knowledge of data protection regulations and customer confidentiality protocols.

• Familiarity with global communication practices and cultural sensitivities in international customer interactions.

• Excellent interpersonal, communication, and negotiation skills.

• Strong leadership abilities with proven experience in coaching, mentoring, and team development.

• High emotional intelligence and conflict-resolution skills.

• Analytical mindset with the ability to interpret customer data and implement improvements strategies.

• Proactive, solution oriented and committed to delivering customer experiences.

• Ability to thrive in a fast-paced, high-pressure environment.

• Minimum of 8 years progressive experience in customer service, with at least 3 years in a managerial or supervisory role.

• Proven experience in customer care management within the oil and gas downstream sector, logistics, energy, or other high-volume, customer-facing industries.

• Track record of successfully managing international customer relations and complex service environments.

Alan&Grant