Customer Care Specialist

Responsibilities:Being the main point of contact for all customer touch-points, from on-boarding to support and retentionCollaborating with our product and sales teams to understand our customers' pain points and come up with solutions to help them thriveTracking and reporting on key metrics to measure the customer satisfaction and retentionIdentifying and escalating potential issues or at-risk accounts to the appropriate team membersActing as an advocate for our customers and providing feedback to the rest of the organization to improve our product and service offering Responding to tickets and solving customer problemsRequirementsBachelor's degree in Business Administration, Marketing, or a related field.Minimum of 5 years of experience in customer service or customer care, preferably in an e-commerce or retail environment.Proven leadership and team management skills, with the ability to motivate and inspire team members to deliver exceptional service.Strong interpersonal and communication skills, with the ability to effectively interact with customers and internal stakeholders.Excellent problem-solving and decision-making abilities, with a focus on finding innovative solutions to customer issues.Proficiency in CRM software and other customer service tools is preferred.Key Performance Indicators (KPIs)Customer Satisfaction (CSAT) Score.First Contact Resolution RateAverage Response TimeCustomer Retention RateEscalation RateCustomer Care Team Performance