Client Care Manager

Position Purpose
Providing a productive and motivating work environment by leading the Client Care team and ensuring they are working proficiently within their roles and provide a positive customer experience. Managing the daily operations of the business including organising customer orders, delegating tasks, resolving queries and disputes in a timely manner and driving online sales. Clearly communicating company standards, goals and processes whilst leading by example. As an e-commerce brand, most communication will be written, so strong written and verbal skills are required.

Key Duties
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and customer support is provided in a professional manner by the whole team, including yourself.
• Manage customer expectation by giving timely updates re their orders.
• Manage and oversee time sensitive orders to ensure the customers have received product within the expected timeframe.
• Responding to customer inquiries in a timely manner.
• Ensure sound product knowledge and is well informed on the product offerings.
• Good understanding and alignment on the brand’s messaging, vision, and values.

Team Management and Development
• Delegating customer enquiries to the team that have been directed through Zendesk.
• Provide support to the Client Care team to resolve customer issues whilst handling escalated customer disputes and issues to ensure they are resolved in a positive and timely manner.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Train and support team members as necessary.
• Coach, mentor, and provide feedback to team members in line with their KPIs.
• Ensure that the department members have a sound product knowledge and product offerings.
• Assess individual performance through observation and measurement, and suggest corrective actions as needed.
• Foster a competitive yet collaborative team environment.
• Use clear communication to ensure the team works efficiently within the wider En Gold company.
• Ensure that the team have good understanding and alignment on the brand’s messaging, vision, and values.
• Supporting the team in all processes as necessary, this may mean allowing for flexibility within your role and working outside of the scope of works.

Continuous improvement
• Providing feedback to the team and Operations Manager on the efficiency of the customer service and experience process and flow.
• Understanding our craftsmanship and updated product knowledge in order to provide accurate and informed advice. Is able to take customer reviews on board to allows foster continuous improvement.
• Assess current team processes and procedures, identify opportunities for improvement, and implement them.

Operations Compliance with Dispatch Procedures
• Work closely with the logistics department to get updates re customer orders in order to satisfy customer expectations and deliver in timely manner.
• Missed orders or delayed shipments are documented on the priority dispatch sheet.
• Creates and delivers dispatch sheets from the logistics team in order to provide ETAs to clients.
• Hold fees are implemented in the event of a delayed customer pickups and voluntary delay of delivery.
• Compliance with the Inventory Management System
• Be proficient on how to use the DEAR, an inventory management system and knows how to draw accurate information about sales and product availability.
• Maintains an understanding of programs to use them efficiently.
• Creates “dummy orders” if items are lost and not allocated in Dear. This process allows for replacements to take place.
• Compliance with Warranty procedures
• Documentation of warranties cases and recording details and actions taken for each case.
• Only committing to a replacement or refund if a repair is not possible.
• Can educate clients about natural stones and possible repair options.
• Refund and repair sheets are always created in the event of a refund or repair.
• Track and report product faults and issues to align with operations processes.

This is a Cebu based position.