Customer Care Associate / Customer Care Specialist / Customer Care Manager

Supports customers by answering questions, resolving service concerns, and helping them use the organization's products or services. Provides assistance through channels such as phone, email, chat, social media, or in person. Listens carefully, confirms the customer's needs, explains available options, and follows through to help reach a clear resolution.

A Customer Care Associate typically handles routine enquiries, account updates, order or service questions, and basic troubleshooting. A Customer Care Specialist manages more complex cases, investigates complaints, supports customers with specialized products or processes, and coordinates with other departments to resolve issues. A Customer Care Manager leads the customer care team, sets service standards, manages staffing and escalations, and monitors performance and customer experience.

Records customer interactions, actions, and outcomes in the appropriate service or customer relationship systems. Follows organizational policies and approval procedures when handling refunds, replacements, account changes, complaints, or other requests. Escalates sensitive, urgent, or unresolved matters to the right team and keeps customers informed about progress.

Reviews customer feedback, enquiry volumes, resolution times, repeat contacts, satisfaction results, and recurring issues. Identifies service gaps and works with product, operations, sales, and technology teams to improve processes, guidance, or customer-facing information. Manager-level roles may develop service plans, coach employees, manage budgets and vendor support, and report on service outcomes to senior leaders.

• High school diploma or equivalent; further education in business, communications, or a related field is an asset
• Experience in customer service, customer care, call center, retail, hospitality, or client support
• Strong listening and communication skills, with a patient and professional approach
• Ability to understand customer concerns, ask clarifying questions, and explain solutions clearly
• Good problem-solving skills and confidence handling complaints or escalated cases
• Strong organization and follow-up skills for managing enquiries and open cases
• Familiarity with customer service, CRM, ticketing, or contact center systems is beneficial
• Attention to detail when recording interactions and updating customer information
• Ability to remain calm and courteous in a fast-paced environment
• Sound judgment and discretion when handling personal or confidential customer information
• Ability to work collaboratively with colleagues across departments
• Flexibility to work shifts, weekends, or multiple support channels where required
• Experience using service metrics or coaching others may be expected for specialist or manager roles
• Team leadership, workforce planning, service quality, and performance management experience may be required for manager-level positions