Customer Care Administrator

As a Customer Care Administrator at KPCA, you will be pivotal in enhancing customer satisfaction and loyalty. By effectively managing customer inquiries and feedback, you will contribute to improved service quality and operational efficiency.

What You'll Do:

• Manage and resolve customer inquiries through various channels, aiming for a 90% first-contact resolution rate.
• Monitor and analyze customer feedback to identify trends and areas for improvement, driving a 15% increase in customer satisfaction scores.
• Collaborate with cross-functional teams to facilitate seamless communication and ensure prompt issue resolution.
• Maintain accurate records of customer interactions and transactions, ensuring data integrity and compliance with company standards.
• Develop and implement process improvements that enhance team efficiency and reduce average response times by 20%.
• Prepare and present monthly reports on customer care performance metrics to senior management, highlighting achievements and areas for growth.
• Train and support new team members, contributing to a cohesive and knowledgeable customer care team.

Required Qualifications:

• High school diploma or equivalent; a degree in business or communications is preferred.
• Minimum of 2 years of experience in a customer service or administrative role.
• Proficient in using customer relationship management (CRM) software and Microsoft Office Suite.
• Strong communication and interpersonal skills, with a focus on building positive relationships.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Detail-oriented with excellent problem-solving skills.

Nice to Have:

• Experience in a call center or technical support environment.
• Familiarity with customer feedback tools and data analysis.
• Bilingual skills in English and another language.
• Knowledge of industry trends and best practices in customer care.

What We Offer:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and flexible working hours.
• Opportunities for professional development and career growth.
• A supportive and collaborative work environment that values diversity and inclusion.
• Employee wellness programs and team-building activities.

Equal Opportunity Statement:
KPCA is committed to creating a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds and experiences, and we encourage everyone to apply.