Regional Customer Care Manager

We are urgently recruiting for a (Middle Management) Customer Care Manager (International FMCG opportunity) to provide proactive management of the customer service, consumer product information, product warranty and the management of an internal administration team and outsourced contact centre operation

You will meet the following minimum requirements/criteria:
• Relevant tertiary qualification (Required).
• Minimum of 4 -5 years prior team management experience is a must
• Experience managing a customer service operation incorporating the control of product warranty and product exchange
• At least 3-4 years contact centre experience
• Experience with FMCG/Consumer Appliances sector is key
• Self-motivated and goal orientated with the ability to work under pressure
• Strong influencing skills
• High level of maturity and experienced team leadership.

As the successful Customer Care Manager you will be responsible for managing, motivating and developing a team Customer Care advisors/consultants to deliver exceptional service standards through a variety of contact channels. Through first class coaching you will ensure delivery of maximum customer satisfaction

Key accountabilities will include but not be limited to:

• Taking on responsibility for a team of Customer Care Advisors/Consultants delivering performance reviews, coaching and disciplinary action where required
• Ensuring effective administration of Service Partner contracts, billing and cost controls
• Managing the relationship and service level agreement with outsourced contact centre providers
• Implementing process improvement and optimisation initiatives
• Ultimately being in charge of resolving all escalated consumer queries and concerns

Successful incumbent will primarily be based in Johannesburg, Gauteng.