Job Title: Customer Care Manager Company: Santeon Group Location: Denver, Colorado, US / Hybrid Remote Work Possible At Santeon Group, we pride ourselves on our commitment to delivering exceptional customer experiences while maintaining a strong focus on environmental responsibility and sustainable practices. Although we are not currently hiring, we recognize the importance of building a talent pipeline for future opportunities. We invite you to submit your CV as part of a spontaneous application. This will allow us to connect with you when we are ready to expand our team and bring on new talent.
Position Overview:
As a Customer Care Manager at Santeon Group, you will play a pivotal role in ensuring our customers receive the highest level of service and support. You will be responsible for leading a team of customer care representatives, developing strategies to enhance customer satisfaction, and implementing best practices to streamline operations. Your expertise will help us maintain our reputation as a leader in customer service while aligning with our commitment to sustainability.
Key Responsibilities: Lead and manage the customer care team, providing guidance, support, and training to ensure high performance and job satisfaction.
Develop and implement customer service policies and procedures that align with the company's goals and values.
Monitor and analyze customer interactions and feedback to identify trends and areas for improvement.
Collaborate with cross-functional teams to address customer concerns and enhance the overall customer experience.
Create and maintain performance metrics to evaluate team effectiveness and customer satisfaction levels.
Foster a culture of continuous improvement by encouraging team members to share ideas and best practices.
Handle escalated customer inquiries and complaints with professionalism and empathy, ensuring timely resolution.
Stay informed about industry trends and best practices in customer service to keep the team updated and competitive.
Participate in the development of training programs to enhance the skills of customer care representatives.
Advocate for sustainable practices within the customer care department, ensuring that our operations align with our environmental goals.
Qualifications: A minimum of 1-5 years of experience in customer service or a related field, with a focus on team leadership and management.
Proven track record of delivering exceptional customer service and achieving high customer satisfaction ratings.
Strong analytical skills with the ability to make data-driven decisions and identify opportunities for improvement.
Excellent decision-making abilities, demonstrating sound judgment in resolving customer issues and team challenges.
Independent and reliable, with a strong sense of accountability and ownership over your work and the performance of your team.
Exceptional communication and interpersonal skills, with the ability to connect with customers and team members alike.
A passion for sustainability and a commitment to promoting environmentally responsible practices within the workplace.
Benefits: Relocation allowance to support your move to Denver, Colorado, if applicable.
Gym membership to promote your health and well-being.
Paid overtime to recognize and reward your hard work and dedication.
Working Environment:
At Santeon Group, we are dedicated to creating a positive and inclusive working environment. We believe that a diverse team brings a wealth of perspectives and ideas, which ultimately leads to better outcomes for our customers and our business. Our commitment to environmental responsibility and sustainable practices is at the core of everything we do, and we encourage our team members to contribute to these initiatives.
Equal Opportunity Statement:
Santeon Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or any other characteristic protected by applicable law.
If you are passionate about customer care and sustainability, and you believe you could be a great fit for our team, we encourage you to submit your CV. While we may not have immediate openings, we are always looking to connect with talented individuals who share our values and vision. Thank you for considering a future with Santeon Group!
How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.