Group Customer Care Manager
As the Group Customer Care Manager, you will play a pivotal role in overseeing and enhancing the customer service experience across all branches of the car rental operations throughout South Africa. Your primary objective will be to ensure the highest level of customer satisfaction, resolve escalated issues efficiently, and implement strategies to foster customer loyalty and retention on a national scale. Additionally, you will be responsible for managing the customer care team and connecting them closely with the operations department to optimise service delivery.
Duties & Responsibilities
Key Responsibilities:
- Provide strategic direction and leadership in the development and implementation of customer service policies and procedures across all branches.
- Ensure consistency in service delivery standards and customer care initiatives throughout the organisation.
- Act as a role model for exemplary customer service practices and behaviours.
Team Management and Development:
- Lead and manage a team of Customer Care Managers across multiple branches, providing guidance, support, and mentorship.
- Foster a culture of continuous improvement and accountability within the customer care teams.
- Conduct regular performance evaluations and facilitate training programs to enhance team capabilities.
Issue Resolution and Escalation Management:
- Serve as the ultimate escalation point for complex customer issues and complaints, ensuring swift and satisfactory resolution.
- Implement effective processes and protocols for handling escalated customer concerns, collaborating with relevant stakeholders as needed.
- Monitor and analyze trends in customer feedback to identify systemic issues and drive proactive solutions.
Customer Experience Enhancement:
- Develop and execute initiatives to enhance the overall customer experience across all touchpoints, from reservation to vehicle return.
- Utilize customer feedback and data analytics to identify areas for improvement and implement targeted enhancements.
- Collaborate with cross-functional teams to streamline processes and optimise the customer journey.
Quality Assurance and Compliance:
- Establish and maintain rigorous quality assurance standards and procedures to ensure consistency and excellence in service delivery.
- Conduct regular audits and assessments to monitor compliance with internal policies, industry regulations, and service level agreements.
- Implement corrective actions and process improvements as necessary to address identified deficiencies.
Stakeholder Engagement and Collaboration:
- Build and maintain strong relationships with internal stakeholders, including operations, sales, marketing, and finance teams.
- Connect the customer care team closely with the operations department to ensure seamless coordination and alignment of service delivery efforts.
- Represent the customer care function in cross-functional meetings and initiatives, advocating for the needs and priorities of our customers.
Desired Experience & Qualification
- Bachelor’s degree in Business Administration, Marketing, or a related field (preferred).
- Proven track record of success in a senior customer service management role, preferably within the automotive or rental industry.
- Strong leadership and people management skills, with the ability to inspire and motivate teams across multiple locations.
- Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
- Analytical mindset with proficiency in data analysis and interpretation.
- Strategic thinker with the ability to develop and execute customer care initiatives that drive business results.
- Knowledge of relevant industry regulations and best practices in customer service management.
- Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.
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