Customer care manager

Customer care manager ensures that the needs of customers are being satisfied. Her/his aim is to provide excellent customer service and to promote this idea throughout the organization.
Responsibilities
providing help and advice to customers using organisation's services;
communicating courteously with customers by telephone, email, letter and face to face;
investigating and solving customers' problems;
handling customer complaints or any major incidents; issuing refunds or compensation to customers;
keeping accurate records of correspondence with customers;
producing written information for customers, often involving use of computer packages/software;
developing feedback or complaints procedures for customers to use;
finding ways to measure customer satisfaction and improve services;
improving customer service procedures, policies and standards for the company; discussing with other managers possible improvements to customer service;
learning about the company’s products or services and keeping up to date with changes;
keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Working hours
The position is open for full time job within working schedule from 9:00 till 18:00, 5 days per week. Customer Care Manager duties imply the availability of the manager to get involved out of working schedule.
What to expect
Work is usually carried out from the office or from the other sites situated in the city limits.
Face-to-face contact with English speaking customers. 99% of our clients are not locals.
Whatever the setting, you will need to behave in a calm, professional and responsible manner at all times.
The work may be stressful when you are dealing with customers who are upset or angry.
Qualifications
Management, marketing or tourism studies;
Skills
You will need to show: communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals; listening skills, to understand exactly what customers require; problem-solving skills;
confidence, patience, politeness, tactful and diplomatic approach, when dealing with difficult situations;
creative thinking, to be able to come up with new ideas to improve customer service standards;
an ability to work well under pressure;
organizational and planning skills;
good personal presentation;
committed to improve your own customer service skills on an ongoing basis.
Employer
Glemus-Com LTD has started the business in 2002. The main activity is real estate: rentals and property management.
CV- e-mail: batter@glemus.com