Customer Care Manager

Description

Job Summary: Lead and optimize the Customer Care department to ensure an exceptional user experience, increasing satisfaction and loyalty. Key Highlights: 1. Leadership and management of the Customer Care team 2. Strategy and continuous improvement in support operations 3. Cross-departmental collaboration for the customer's voice **Job Objective** Lead, manage, and optimize the Customer Care department to ensure an exceptional experience for the end user. The primary objective is to increase customer satisfaction and loyalty while ensuring operational efficiency of the team and compliance with the company’s established KPIs. **Main Responsibilities** **Team Management and Leadership:** * **Supervise and motivate** the support agent team, ensuring a positive and productive work environment. * Manage shifts, workloads, and ensure adequate coverage across support channels (phone, email, chat, social media). * Identify training and development (coaching) needs to enhance team skills. * Participate in the recruitment and *onboarding* of new talent. **Operations and Strategy:** * Define and monitor **key KPIs** (response time, customer satisfaction/CSAT, NPS, first-contact resolution rate). * Design and implement service protocols, scripts, and policies to standardize service quality. * Manage **escalations of critical incidents** or difficult customers, acting as the final resolution level. * Administer departmental technology tools (CRM, ticketing software such as Zendesk, Salesforce, Intercom, etc.). **Continuous Improvement and Analysis:** * Analyze customer data and feedback to identify trends, recurring issues, or areas for improvement in the product/service. * Collaborate with other departments (Sales, Product, Logistics) to convey the "voice of the customer" and prevent future incidents. * Prepare **periodic reports** for senior management on department performance and customer satisfaction. Company Description Would you like to join Rentokil Initial, the world-leading provider of Pest Control and Environmental Hygiene services? Our commitment to service and innovation has made us one of the largest international service companies serving businesses and individuals worldwide. Present in 90 countries, our annual revenue stands at €6,000 million, and we serve over half a million customers. In Spain, we are the absolute market leader in Pest Control services, with 19 offices nationwide, more than 1,000 highly skilled professionals, and a robust client portfolio exceeding 50,000 customers—including many of the country’s leading enterprises. At Rentokil Initial, our commitment to continuous growth drives us to seek dedicated individuals eager to become part of a successful team. Are you in? Requirements* **Education:** Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. * **Experience:** Minimum 3–5 years of customer service experience, including at least 1–2 years in a supervisory or team leadership role. * **Technology:** Proficiency in CRM software and Help Desk tools (e.g., Zendesk, HubSpot, Salesforce). Advanced proficiency in Microsoft Office / Google Workspace. * **Languages:** Excellent verbal and written communication skills in Spanish. (B2/C1 English proficiency is typically highly valued or required depending on the company.) * **Leadership Experience:** Minimum 2–3 years managing direct reports. Prior experience as an agent alone is insufficient; candidates must have supervised, evaluated, and motivated others. * **Customer Service Background:** Minimum 4–5 years of general experience in the field (Call Center, Customer Success, Technical Support, etc.). * **Crisis Management:** Demonstrable experience resolving serious escalations, high-level complaints, or social media reputation crises. * **Process Definition:** Proven ability to create or improve workflows (e.g., drafting response manuals, building decision trees, defining return policies). **Technical Requirements** The candidate must master these tools to independently extract data or configure systems without relying on others: * **Help Desk / Ticketing Software:** Advanced proficiency in **Salesforce Service Cloud, Intercom, Freshdesk**, or HubSpot. Must be able to configure views, assign tickets, and generate reports. * **Data Analysis and KPIs:** Ability to interpret key metrics. Must understand their meaning and how to improve them: + *NPS (Net Promoter Score)* + *CSAT (Customer Satisfaction)* + *FCR (First Contact Resolution)* + *SLA (Service Level Agreement)* * **Advanced Office Suite Skills:** High-level Excel/Google Sheets proficiency (pivot tables, data cross-referencing) to manually produce performance reports if software fails. * **Digital Channels:** Experience managing omnichannel support (integrating WhatsApp Business, social media, live chat, and email into a single inbox). Additional Information At Rentokil Initial, we believe in the power of diversity. We are committed to creating an environment where everyone feels valued and respected. Join us as your authentic self—because here, everyone belongs.