Customer Care Manager

As a Customer Care Manager at Raytheon in Toronto, Ontario, your primary responsibility will be to ensure the satisfaction and retention of our customers through excellent service and support. You will lead a team of customer care representatives and work closely with other departments to address customer inquiries, resolve issues, and maximize customer loyalty.

Responsibilities: - Develop and implement customer care strategies to improve overall customer satisfaction and retention rates - Lead and motivate a team of customer care representatives to meet and exceed performance targets - Handle escalated customer complaints and ensure timely resolution - Analyze customer feedback and data to identify trends and areas for improvement - Collaborate with sales, marketing, and product development teams to ensure a seamless customer experience - Conduct regular training sessions to enhance the skills and knowledge of customer care representatives - Develop and implement customer care policies and procedures to ensure consistency and quality in service delivery - Prepare and present reports on customer care metrics, trends, and performance to senior management

Requirements: - Bachelor's degree in business administration or related field - Minimum of 8 years of experience in customer service or customer care, with at least 3 years in a managerial role - Proven track record of improving customer satisfaction and retention rates - Excellent communication and interpersonal skills - Strong problem-solving abilities and persuasion skills - Resourceful and dedicated work ethic - Proficiency in CRM systems and Microsoft Office Suite - Experience in data analysis and reporting - Ability to work in a fast-paced, dynamic environment - Ability to lead and motivate a team - Flexibility to work evenings and weekends, if required

Benefits: - Paid Time Off (PTO) - Vision insurance - Relocation allowance

Working environment: At Raytheon, we leverage data to inform decisions and drive strategic initiatives. You will have access to state-of-the-art tools and technologies to support your work and achieve our customer care goals.

Equal opportunity statement: Raytheon is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We welcome applications from all qualified candidates regardless of race, gender, age, disability, or any other protected status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.