Online Customer Care Manager

As the Online Customer Care Manager at Investec, your primary responsibility will be to oversee the online customer care team and ensure exceptional service delivery to our clients. You will be expected to manage a team of customer service representatives who handle customer inquiries, comments, and complaints via various online platforms such as email, chat, and social media.

Key responsibilities: 1. Manage and lead a team of online customer service representatives to ensure timely and effective responses to customer inquiries. 2. Develop and implement customer care strategies to improve customer satisfaction and retention. 3. Monitor and analyze customer feedback and metrics to identify areas for improvement in the online customer care process. 4. Train and mentor team members on best practices in online customer service and communication. 5. Collaborate with other departments such as marketing and sales to ensure a seamless customer experience across all online touchpoints. 6. Stay up-to-date on industry trends and emerging technologies to enhance the online customer care experience. 7. Handle escalated customer issues and complaints in a professional and timely manner. 8. Conduct performance evaluations and provide feedback to team members to support their growth and development.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 5 years of experience in a customer service management role, preferably in an online customer care setting. 3. Strong leadership and interpersonal skills. 4. Excellent communication and problem-solving abilities. 5. Ability to work under pressure and meet tight deadlines. 6. Proficiency in MS Office and customer relationship management (CRM) software.

Personality traits: Hardworking, adaptable Soft skills: Adaptability, cooperation

Benefits: 1. Remote work flexibility 2. Travel & spending expenses 3. Employee discounts

Working environment: Investec aims to create a harmonious workplace where collaboration and respect prevail. We value diversity and strive to create an inclusive environment where all employees can thrive.

Equal opportunity statement: Investec is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, sex, age, national origin, disability, veteran status, or any other factor protected by law. We actively promote diversity and inclusion in all aspects of our business.

How to apply:

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