Customer Care Manager - Remote Work

Job Description:

First Circle is seeking a part-time Customer Care Manager to join our team on a remote basis in Cebu, Central Visayas, Philippines. As a Mid-to-Senior Level professional with at least 7 years of experience in customer care, you will be responsible for managing and leading our customer care team to ensure exceptional service delivery.

Responsibilities: 1. Oversee a team of customer care representatives and provide guidance and support to help them achieve their KPIs. 2. Develop and implement strategies to improve overall customer satisfaction and retention rates. 3. Handle escalated customer complaints and provide timely resolutions to ensure customer loyalty. 4. Analyze customer feedback and data to identify trends and areas for improvement in our customer care processes. 5. Collaborate with other departments to develop and implement initiatives that enhance the overall customer experience. 6. Conduct regular performance evaluations and provide ongoing training and development opportunities for the team. 7. Monitor and maintain customer care metrics and KPIs to ensure they meet or exceed company standards. 8. Stay up-to-date on industry trends and best practices in customer care to continuously improve our processes.

Requirements: 1. 7+ years of experience in customer care roles, with a proven track record of success in managing teams and driving customer satisfaction. 2. Excellent communication and interpersonal skills with the ability to build strong relationships with customers and team members. 3. Strong problem-solving skills and the ability to effectively handle challenging customer situations. 4. Adaptable mindset with the ability to thrive in a fast-paced, remote work environment. 5. Persuasive communication skills with the ability to influence others and drive positive outcomes. 6. Bachelor's degree in Business Administration or related field preferred. 7. Proficiency in CRM software and other customer care tools. 8. Hardworking attitude with a focus on exceeding customer expectations.

Personality Traits: 1. Adaptability – able to pivot and adjust to changing customer needs and company priorities. 2. Hardworking – dedicated to delivering exceptional service and results.

Soft Skills: 1. Persuasion – able to influence and persuade others to achieve desired outcomes. 2. Problem-solving – adept at identifying and resolving customer issues efficiently.

Benefits: 1. Medical coverage for employees 2. Travel opportunities to attend company events and conferences 3. Retirement plan options for long-term financial security

Working Environment: At First Circle, we are dedicated to understanding and exceeding customer expectations. Our team is committed to providing top-notch customer care and fostering a positive work culture that values collaboration and innovation.

Equal Opportunity Statement: First Circle is an equal opportunity employer and welcomes candidates from all backgrounds to apply for this position. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, marital status, veteran status, or disability status.

How to apply:

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