responsbilities of customer care manager

1 ANSWERS

1. salim
   

   Responsibilities of the Customer Care Manager includes:
   
   Assisting the Director in managing international call center (if it is a call center; subject to the company) vendors
   RFP development and process management
   New vendor ramp up
   Budgeting/Cost Tracking
   Resolving customer escalations according to established polices and procedures
   Providing customer with pertinent product and/or marketing information
   Managing, developing, documenting and improving escalation policies and procedures
   Developing and delivering customer support training to vendor partners and internal staff including refresher training of existing programs/processes and new product/process introductions
   Ensuring standardized call flows, scripts, and email templates across product lines and countries and consistently managing cultural and language changes as needed
   Working effectively with our technical team and product managers as customer impacting issues arise
   Monitoring  calls and ensuring vendor call quality measures are aligned with business requirements
   Leading customer service improvement projects such as industry benchmarking, customer survey and feedback programs, developing training programs for internal staff.

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