Customer Care Manager at Royal Mabati Factory

Key Skills & Qualifications:

• Education: Bachelor’s degree in Business Admin, Customer Service, Communication, or related field (minimum requirement).
• Experience: 3-5 years in customer service, with at least 2 years in a supervisory or managerial role; preferably in a manufacturing or industrial setup.
• Professional training in CRM, Call Center Management, or CX is an added advantage.
• Strong computer literacy; must be proficient in MS Office (Excel, Word, Outlook).
• Working knowledge of inventory, production flow, and dispatch processes is essential.
• Proven leadership and team management skills; to supervise and motivate customer care agents.
• Ability to develop and implement service procedures and SOPs that drive consistency and excellence.
• Skilled in conflict resolution and de-escalation, especially under high-pressure scenarios.
• Experience in analyzing feedback and tracking KPIs; with a sharp eye for service improvement.
• Capable of coordinating with production, sales, and logistics to close service loops and resolve issues fast.

Key Competencies

• Strong leadership and team management skills; to oversee customer care agents effectively.
• Proven ability to develop and implement SOPs; ensuring smooth, structured service delivery.
• Skilled in managing high call and query volumes; thriving under pressure in fast-paced setups.
• Conflict resolution and de-escalation skills; handling complaints with calm and clarity.
• Ability to coordinate with production, dispatch, sales, and logistics; resolving issues swiftly.
• Experience in analyzing feedback and service data; identifying trends and service gaps.
• Competency in training, coaching, and mentoring teams; boosting performance and morale.
• Strong problem-solving skills and data-driven decisions; even under tight pressure.
• High attention to detail in complaints and delivery issues; no gaps, no guesswork.
• Strategic thinking to align service with business goals; driving continuous improvement.