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CARE Manager, Global Complaints

Date:  Sep 1, 2021
Location: 

Taguig, Metro Manila, PH, 1634 Montego Bay, 8, JM, JS Tunis, TN, 1053 Berlin, DE, D-10587

Company:  Vistaprint

We are looking for Care Operations Manager for Global Complaints

 

 

Who We Are

Vistaprint is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vistaprint, small businesses can create and customize their marketing with easy-to-use digital tools and design templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site, and on the go.

 

Global Customer Value (CARE)

 

Our Global CARE is a Business Unit within Vistaprint that acts as first responders dedicated to caring for our customer’s needs and concerns. The team has been critical in delivering best-in-class service committed and focused on providing a jaw-dropping experience for our customers. We act as design and marketing consultants, general advisers, the fixers when things go wrong by creating lasting impressions and building authentic relationships. We are the dream makers of a wide range of small business owners.

Does the thought of leading, developing, and driving dream makers excite you?

This journey requires a lot of work and passionate people to make it happen. A solution-driven CARE Operations Manager for Global Complaints that will provide a jaw-dropping customer value is what we are looking for the Vistaprint Manila.

 

Job Brief:


The CARE Operations Manager for Global Complaints will lead the current Manila Team of CARE Service Solutions and Customer Advocacy Group. The candidate will build a strong relationship with our internal and upstream business teams. In this role, you will work and collaborate across, stakeholders such as channel leads, business leads, operations lead, and most importantly, our customers.

 

Duties and Responsibilities:

 

  • Design, execute and analyze customer complaints to evaluate customer experience
  • Develop a thorough understanding of customer needs and identify pain points
  • Define a roadmap and drive projects to improve handling customer complaints and metrics
  • Dive deep and recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts, and data
  • Study the customer escalations and develop a deeper understanding of customer concerns and how to manage accordingly.
  • Maintain up-to-date knowledge of advancements in customer experience, industry standards, changes, and trends.
  • Maintain a high level of confidentiality within the team in handling high level escalated complaints such as fraud, legal issues, CEO requests, and complex issues that affect the business
  • Responsible for the reduction of complaints volume, with quality being maintained in accordance with regulatory requirements: Complaints volume for both Customer and Business, First Contact Resolution, Customer Experience Surveys, Net Promoter Score (Customer Loyalty), Website Ratings, and Social Media Ratings
  • Create and use appropriate tools (i.e., project status reports, dashboards) to measure the progress against the goals and update stakeholders. Provide analysis, write-ups, and regular reporting of customer-impacting issues.
  • Lead the global escalations and partner with business teams to identify and resolve upstream issues that impact the customer experience for continuous improvement
  • To collaborate with Care Operations to improve the process in handling customer complaints.
  • Manage the team and be a Resource and Information center for CARE Call Center and Design Operations
  • Evaluate leader performance and provide one-on-one coaching to help resolve problems, strengthen their leadership skills, and solidify cultural values; identify and develop future leaders within the team

 

Qualifications:

 

  • More than 4 years of relevant work experience in account-based, customer or relationship on Business to Customer Process
  • Bachelor’s degree or MBA or master’s degree is a plus
  • Experience in program management, customer research and analytics, and/or customer experience/success
  • Experience with managing cross-functional projects, dependencies, and bottlenecks, and providing escalations management
  • Highly organized, ability to complete a high volume of tasks and projects
  • Experience working in a fast-paced and highly cross-functional organization
  • Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives
  • Skilled negotiator with proven experience finding creative ways to do more with less
  • Strong written and verbal communication skills
  • Proven ability to work in an ambiguous environment
  • High attention to detail and ability to manage multiple competing priorities
  • A strong team player – comfortable and motivated working in a collaborative environment

 


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