Customer Care Specialist

Responsibilities:

• Being the main point of contact for all customer touch-points, from on-boarding to support and retention
• Collaborating with our product and sales teams to understand our customers' pain points and come up with solutions to help them thrive
• Tracking and reporting on key metrics to measure the customer satisfaction and retention
• Identifying and escalating potential issues or at-risk accounts to the appropriate team members
• Acting as an advocate for our customers and providing feedback to the rest of the organization to improve our product and service offering  
• Responding to tickets and solving customer problems

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service or customer care, preferably in an e-commerce or retail environment.
• Proven leadership and team management skills, with the ability to motivate and inspire team members to deliver exceptional service.
• Strong interpersonal and communication skills, with the ability to effectively interact with customers and internal stakeholders.
• Excellent problem-solving and decision-making abilities, with a focus on finding innovative solutions to customer issues.
• Proficiency in CRM software and other customer service tools is preferred.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score.
• First Contact Resolution Rate
• Average Response Time
• Customer Retention Rate
• Escalation Rate
• Customer Care Team Performance