Customer Care Manager

2 weeks ago

Richmond, Canada BOMBAY HAIR Full time

Bombay Hair is a fast growing e-commerce company, we specialize in hair extensions, hair styling tools, accessories, and hair care.

Since 2013, Bombay Hair has continued to grow as a leading hair extension brand within Canada and the USA. With this growth, we want to take our customer experience to the next level

**The Role**:
Our Customer Care Team is looking for a Customer Care Manager to join our Richmond Office We are looking for an experienced customer experience leader who will support, assist, and train members of the Customer Care Team. You will guide and motivate your team to exceed their goals and will act as a link between them and the leadership team.

**Responsibilities**:

- Motivate and supervise a team of customer care representatives
- Research and Implement new technologies that result in increased customer satisfaction and retention
- Create and manage team training manuals
- Develop, Review and monitor customer care policies and procedures
- Create customer care schedules
- Provide guidance and support to team members
- Monitor and evaluate customer care interactions for quality assurance
- Handle escalated customer inquiries and complaints
- Collaborate with all departments to resolve customer issues or pain points
- Recruitment and training of new customer care representatives
- Conduct quarterly performance evaluations for team members
- Conduct weekly service briefs with staff and department heads

**Skills**:

- Strong communication and interpersonal skills
- Excellent problem-solving abilities
- Ability to handle difficult customers with empathy and professionalism
- Proficient in negotiation and conflict resolution
- Detail-oriented with strong organizational skills
- Ability to multitask and prioritize tasks effectively
- Knowledge of sales techniques is a plus

As a Customer Care Manager, you will play a crucial role in ensuring the satisfaction of our customers. You will lead a team of dedicated customer care representatives, providing them with guidance and support to deliver exceptional service. Your strong communication skills will be essential in handling escalated inquiries and resolving customer complaints. Additionally, your ability to negotiate and resolve conflicts will contribute to maintaining positive relationships with our valued customers. If you are detail-oriented, take pride in your work, have excellent problem-solving abilities, and thrive in a fast-paced environment, we would love to have you join our team

**Salary**: From $25.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Overtime pay

Application question(s):

- Do you have experience with any of the following platforms; Shopify, Gorgias, or Shipstation? If yes please list which and your proficiency level.
- Describe yourself in three words

**Experience**:

- management: 1 year (required)

Ability to Commute:

- Richmond, BC V6W 1M2 (required)

Work Location: In person

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