The Company:
The HIND Group is one of the world’s fastest growing entrepreneurial conglomerates, over the last 20 years we have grown from inception to owning 8 brands each of which has between 5 and 12 ventures within it. Each brand is responsible for a specific industry and we have brands in Media & Entertainment, Telecoms, Real Estate & Construction, Fitness, Financial Services. Today The HIND Group (THG) is expanding into North America, focusing on the United States first and we are looking for great people to join our team.
Purpose:
The Customer Care Manager will be responsible for the creation and development of the CC Team at THG North America. Where the team will manage inbound customer enquiries/complaints for the brands within THG.
Customer Retention: The Customer Care Manage (CCM) will be responsible for the creation of retention strategies for each brand/venture. Working closely with the VP of the venture the CCM will need to install systems that ensure customer retention is managed correctly.
Recruitment: The CCM must be skilled in recruitment and will work with THG Talent to create a recruitment strategy for the Customer Care Team that allows them to develop and grow.
People Management: The CCM will be a skilled People Manager and will be responsible for the mentoring of all Customer Care Administrators and Specialists creating a strong career path at THG and allowing them to succeed in their roles.
Responsibilities:
1. Overall Management of the Customer Care Team.
2. Supervising the daily operations of the customer service department
3. Creating a reliable customer loyalty program
4. Setting customer service goals for team members and helping them reach those goals
5. Interacting with customers and handling customer queries and complaints in a timely manner
6. Maintaining relationships with profitable customers
7. Making weekly and monthly reports and surveys
8. Staying current on the latest industry trends and techniques
9. Recruitment and Career development of the staff in the Customer Care Team
10. Development of the sales strategies for each brand & venture within THG.
Reporting to:
The Customer Care Manager reports to The CEO of The HIND Group North America
Competency Profile
Qualifications, Experience and Knowledge
Essential
Broad background and experience in Customer Care
Extensive experience in People Management
Adept to company’s software Zoho One
Strong command of the English Language (both Written and Verbal)
Leads from the front
Calm disposition, not easily flustered by irate customers and able to assist their team with managing the same.
Must have 3-5 years of experience in customer service with a degree in a business related field
NB: THG is a diverse employer, in Europe 62% of our board is women, the overall makeup of our talent in Europe is
We value all members of our team and we want the same diverse makeup in the North American Team. If you have read the Job Spec above and like the sound of us, Apply even if you are not a perfect match! You could be exactly what we are looking for.
Job Type: Full-time
Salary: Up to $135,000.00 per year
Benefits:
Schedule:
Supplemental Pay:
COVID-19 considerations:
All staff must be vaccinated
Ability to commute/relocate:
Experience:
Work Location: One location
Job Description This is a remote position. You are stepping into a role that blends strategic insight with proactive execution....
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