Customer Care Manager at Alan & Grant

Job Summary

• The Customer Care Manager will lead all customer support functions, ensuring seamless local and international communication.
• This role involves supervising the customer care team, resolving escalated issues, enhancing services quality, and driving customer care team, resolving escalated issues, enhancing service quality, and driving customer satisfaction through excellent service.
•  The manager will collaborate closely with internal and external stakeholders to address customer needs, improve processes, and promote the Pinnacle Oil and Gas Ltd (POGL) brand globally.

Responsibilities
Care & Support Management:

• Supervise daily operations of the customer care team, ensuring all inquiries and complaints are handled promptly and accurately.
• Develop and implement policies for handling local and international correspondence, ensuring adherence to service standards.  
• Monitor customer interaction channels, including email, phone, and social media, for prompt responses and resolution. 

Communication Excellence:

• Establish effective communication protocols for managing diverse customer interactions. 
• Act as the primary point of escalation for complex or high-priority cases, ensuring swift resolution.
• Maintain professional, culturally sensitive communication with international stakeholders and partners.

Customer Experience Enhancement:

• Analyze customer feedback to identify recurring issues and develop improvement strategies. 
• Lead initiatives to enhance the overall customer journey, ensuring consistency across all touchpoints.
• Develop loyalty programs and proactive communication strategies to boost customer retention.

Leadership & Team Development:

• Recruit, train, and mentor the customer care team to achieve high levels of performance. 
• Conduct regular performance reviews and establish development plans for team members. 
• Organize training programs on conflict resolution, effective communication,and product knowledge.

Performance & Reporting:

• Monitor and report customer service metrics regularly to senior management.
• Identify trends in customer inquiries and provide actionable insights for operational improvements.  
• Develop dashboards to track team performance and align it with organizational goals.

Policy & Compliance:

• Ensure all operational activities meet or exceed industry safety, health, environmental, and quality standards.
• Monitor and report customer service metrics regularly to senior management. 
• Identify trends in customer inquiries and provide actionable insights for operational improvements. 
• Develop dashboards to track team performance and align them with organisational goals. 

Requirements

• Bachelor’s Degree in Business Administration, Communications, Marketing, Social Sciences, or a related field. 
• A Master’s degree or professional certification in Customer Service Management, Business Communication or related areas is an added advantage. 
• Strong understanding of customer service operations, service quality standards, and performance management.
• Demonstrated ability to handle escalations and high-priority customer concerns professionally and efficiently.  
• Proficiency in the use of Customer Relationship Management (CRM) systems, help desk platforms.
• Ability to design and implement customer service policies, process improvements, and loyalty programs. 
• Knowledge of data protection regulations and customer confidentiality protocols. 
• Familiarity with global communication practices and cultural sensitivities in international customer interactions. 
• Excellent interpersonal, communication, and negotiation skills. 
• Strong leadership abilities with proven experience in coaching, mentoring, and team development. 
• High emotional intelligence and conflict-resolution skills. 
• Analytical mindset with the ability to interpret customer data and implement improvement strategies. 
• Proactive, solution-oriented and committed to delivering customer experiences.
• Ability to thrive in a fast-paced, high-pressure environment. 
• Minimum of 8 years progressive experience in customer service, with at least 3 years in a managerial or supervisory role. 
• Proven experience in customer care management within the oil and gas downstream sector, logistics, energy, or other high-volume, customer-facing industries. 
• Track record of successfully managing international customer relations and complex service environments.