Customer Care Manager at Human Edge Consulting

Job Summary

• We seek a Customer Care Manager who will be responsible for leading the Company's customer service and customer experience function, ensuring that customers receive timely, professional, consistent, and solution-focused support throughout their engagement with the Company.
• The holder will specifically be managing customer enquiries, orders, complaints, feedback, service recovery, and customer relationships while working closely with Sales, Design, Production, Operations, Finance, and Logistics to ensure that customer expectations are properly understood and successfully delivered.

Responsibilities
Customer Experience Management:

• Develop and maintain high standards of customer service across all customer touchpoints.
• Ensure customers receive prompt, courteous, accurate, and professional responses.
• Establish service standards and response-time expectations for the Customer Care team.
• Identify customer pain points and implement solutions to improve the overall experience.
• Ensure that customer commitments made by the Company are properly communicated and followed through.

Enquiries & Order Management:

• Oversee the management of customer enquiries received through phone, email, WhatsApp, social media, website, walk-ins, and other channels.
• Ensure enquiries are properly recorded, assigned, followed up, and closed.
• Coordinate with Sales and Operations to ensure accurate information is provided to customers.
• Monitor customer orders and ensure customers receive appropriate updates on order progress.
• Ensure changes to customer specifications, quantities, artwork, delivery dates, and other requirements are properly documented and communicated to relevant teams.
• Escalate potential delays or service failures before they affect the customer.

Remunerations & Qualifications

• Possess a Bachelor's Degree or HND in Business Administration, Marketing, Mass Communication, Customer Relationship Management, or a related discipline.
• 3 – 5 years' experience in Customer Service, Customer Experience, Relationship Management, or a related function.
• At least 2–3 years in a supervisory or managerial position.
• Experience managing customer-facing teams.
• Experience working with CRM or customer service management systems.
• Demonstrable experience handling escalated customer complaints and complex service issues.

Nice to have:

• A customer-centric attitude
• Emotional Intelligence
• Analytical & Problem -solving skill
• Commercial Awareness
• Attention to details.
• Excellent communication skills