Manager, Customer Care

We are currently seeking an experienced, passionate, and motivated Manager, Customer Care to join the ProQuest team. The ideal candidate for this role must have a strong customer service background, outstanding communication skills, and a commitment to providing exceptional service. The successful candidate will be responsible for leading a team of Customer Care professionals to ensure customer inquiries are handled in a timely, accurate, and professional manner. The Manager, Customer Care will also be responsible for developing and implementing customer service policies, procedures, and strategies to improve the overall customer experience. We are looking for an individual who can combine their customer service and management expertise with their problem-solving skills, attention to detail, and creative thinking to ensure a superior customer experience. If you are excited about joining a dynamic team and contributing to the success of a leading global organization, then this could be the perfect opportunity for you.

Responsibilities:

1. Lead and manage a team of Customer Care professionals to ensure customer inquiries are handled in a timely, accurate, and professional manner.
2. Develop and implement customer service policies, procedures, and strategies to improve the overall customer experience.
3. Maintain customer service standards and ensure customer satisfaction.
4. Monitor customer feedback and take corrective measures as necessary.
5. Develop and implement customer service training programs and ensure adherence.
6. Analyze customer service data and trends to identify areas of improvement.
7. Evaluate customer service processes, procedures and practices and make recommendations for improvement.
8. Work with other departments to ensure customer inquiries are handled quickly and efficiently.
9. Provide leadership and direction to customer service team members.
10. Resolve escalated customer complaints and inquiries.

According to JobzMall, the average salary range for a Manager, Customer Care in Boston, MA, USA is $68,000 - $88,000 per year. This figure is based on the salaries of customer care managers in the area, as well as the job description, qualifications, and experience required.

ProQuest LLC is an Ann Arbor, Michigan-based global information-content and technology company, founded in 1938 as University Microfilms by Eugene B. Power. ProQuest provides applications and products for libraries.