Remote Customer Care Manager

Job Description:

Capital One Financial is seeking a talented and experienced Remote Customer Care Manager to join our team in Montreal, Quebec, CA. As a Mid-to-Senior Level professional with at least 6 years of experience in customer care, you will be responsible for managing our remote customer care team, ensuring the delivery of exceptional service and exceeding customer expectations.

Responsibilities: - Manage a team of remote customer care representatives, providing guidance, coaching, and support to ensure high performance and customer satisfaction. - Develop and implement strategies to improve customer care processes and optimize efficiency. - Monitor and analyze key performance metrics to identify trends and areas for improvement. - Handle escalated customer issues and provide resolution in a timely and professional manner. - Collaborate with cross-functional teams to drive customer-focused initiatives and deliver a seamless customer experience. - Develop and implement training programs to enhance the skills and knowledge of the customer care team. - Stay up-to-date with industry trends and best practices in customer care to continuously improve service delivery.

Requirements: - Proven experience in customer care management, with a minimum of 6 years of experience. - Confidence and resourcefulness in handling challenging situations and driving results. - Strong research and critical thinking skills to analyze data and make informed decisions. - Excellent communication and interpersonal skills to effectively lead and motivate a remote team. - Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and requirements. - Bachelor's degree in business administration or a related field is preferred. - Knowledge of customer relationship management (CRM) systems and tools. - Fluent in English and French.

Benefits: - Gym membership - Parental leave - Company transportation

Working Environment: At Capital One Financial, we have a strong focus on exceeding customer expectations and delivering delight. Our team is dedicated to providing top-notch service and building lasting relationships with our customers.

Deadline to apply: 2024-05-22

Equal Opportunity Statement: Capital One Financial is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.