Job Purpose
Job Purpose
The Senior Customer Care Assistant is responsible for providing advanced customer service support, supervising customer care operations and ensuring delivery of high-quality customer experiences.
The role oversees customer care assistants, manages escalated customer concerns and drives continuous improvement of customer service processes to enhance stakeholder satisfaction and loyalty.Key ResponsibilitiesCustomer Service Leadership
Key Responsibilities
Provide expert support and supervision to Customer Care Assistants in handling customer inquiries and service requests.
Guide, mentor and support customer care staff to improve service delivery and performance.
Ensure consistent adherence to customer service standards and best practices.Customer Relationship Management
Handle escalated customer complaints and concerns and facilitate effective resolution.
Provide customers with accurate, comprehensive and timely information.
Develop and implement customer retention initiatives.
Promote positive customer experiences and long-term stakeholder relationships.Communication and Coordination
Maintain effective communication with customers, internal teams and other departments.
Facilitate collaboration across functional areas to resolve customer issues efficiently.
Ensure telephone services and communication systems remain operational and effective.Quality Assurance and Service Improvement
Monitor and evaluate customer interactions to ensure compliance with service standards.
Identify service gaps and recommend process improvements.
Develop and implement enhancements to customer service procedures and practices.
Support continuous quality improvement initiatives.Customer Insights and Reporting
Analyze customer feedback, service trends and performance data.
Identify patterns and opportunities for improving customer experience.
Maintain detailed records of customer interactions, complaints and resolutions.
Contribute to development and maintenance of customer service knowledge resources.Industry Awareness and (adsbygoogle=window.adsbygoogle||[]).push({});Conflict Resolution
Stay informed on industry developments and changing customer expectations.
Guide customer care teams on emerging service trends and requirements.
Handle disputes and conflicts professionally while ensuring fair and timely resolutions.QualificationsApplicants should possess:
Qualifications
A Diploma in Customer Care, Front Office Management, Public Relations, International Relations, Communication Studies or an equivalent qualification from a recognized institution.Experience
Experience
At least six (6) years of cumulative relevant work experience.
At least three (3) years of experience at the level of Customer Care Assistant II or in a comparable position.
Experience supervising customer service operations and managing customer relationships.Additional Requirements
Additional Requirements
Proficiency in computer applications.Required Competencies
Required Competencies
Excellent communication skills.
Strong interpersonal and customer relationship management skills.
Report writing and documentation skills.
Presentation and facilitation skills.
Leadership, mentoring and coaching capabilities.
Conflict resolution and complaint-handling skills.
Analytical and problem-solving abilities.