Customer Care Manager

Description

Job Summary: Lead, manage, and optimize the Customer Service department to ensure an exceptional experience for the end user and increase customer satisfaction and loyalty. Key Highlights: 1. Leadership and management of the customer support team. 2. Strategy and operations to optimize customer service. 3. Cross-departmental collaboration for continuous service improvement. **Job Objective** Lead, manage, and optimize the Customer Service 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 company-defined 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 service 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 level of resolution. * 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 product/service. * Collaborate with other departments (Sales, Product, Logistics) to convey the "voice of the customer" and prevent future incidents. * Prepare **periodic reports** for management on department performance and customer satisfaction. Company Description Would you like to join Rentokil Initial, the world leader in Pest Control and Environmental Hygiene services? Our commitment to service and innovation has made us one of the largest international service providers for businesses and individuals worldwide. With a presence 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 regional offices across the country, more than 1.000 highly skilled professionals, and a strong client portfolio exceeding 50.000 customers—including many of the country’s leading companies. At Rentokil Initial, our commitment to continuous growth drives us to seek dedicated individuals eager to join 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 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 individual contributor 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 high-severity escalations, top-tier complaints, or social media reputation crises. * **Process Definition:** Proven ability to create or improve workflows (e.g., drafting response manuals, building decision trees, or defining return policies). **Technical Requirements** Candidates must master these tools to independently extract data or configure systems without relying on others: * **Helpdesk / 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 \- Resolution at first contact)* + *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 inclusive environment where everyone feels valued and respected. Join us as your authentic self—because here, everyone belongs.