**Job Title: Customer Care Manager**
**Company:** Westports Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8+
**Job Description:**
Westports Holdings Berhad is seeking a dedicated and experienced Customer Care Manager to join our team in Johor Bahru. The ideal candidate will demonstrate a proven track record in customer service management, with a strong ability to lead and inspire a team. This part-time position offers an exciting opportunity to help shape our customer care strategies while fostering a culture of ongoing learning and personal growth.
**Responsibilities:**
1. **Customer Service Strategy Development:**
- Develop and implement effective customer care strategies that align with Westports' business goals and enhance the customer experience.
- Identify opportunities for improvement in service delivery and manage the necessary changes.
2. **Team Leadership and Management:**
- Lead, mentor, and develop a team of customer service representatives, ensuring they are motivated and skilled to provide excellent service.
- Conduct regular performance evaluations, provide constructive feedback, and facilitate training sessions to enhance team performance.
3. **Customer Interaction Management:**
- Oversee the handling of customer queries, complaints, and feedback across various channels (phone, email, social media, etc.).
- Ensure timely resolution of all customer issues, focusing on delivering a high level of satisfaction.
4. **Data Analysis and Reporting:**
- Utilize data analytics tools to monitor customer satisfaction metrics, identify trends, and report on key performance indicators (KPIs).
- Provide insights and recommendations to senior management based on data analysis to inform decision-making processes.
5. **Communication and Collaboration:**
- Liaise with other departments (e.g., sales, logistics, and operations) to ensure a seamless customer experience and address any cross-departmental issues.
- Foster strong relationships with key customers and stakeholders to cultivate long-term loyalty and trust.
6. **Process Improvement:**
- Identify areas of inefficiency in the customer service process and propose solutions to enhance operational effectiveness.
- Stay current with the latest industry trends and best practices in customer service to ensure the company remains competitive.
7. **Training and Development:**
- Develop training programs and materials for new hires and existing staff, promoting a culture of continuous learning.
- Encourage team participation in professional development opportunities within the customer service field.
**Requirements:**
- Bachelor's degree in Business Administration, Communications, or a related field. A Master's degree is a plus.
- Minimum of 8 years of experience in customer service management or related field, with at least 3 years in a supervisory role.
- Proven ability to drive customer engagement and success through innovative approaches.
- Strong analytical skills with the ability to analyze data and extract meaningful insights.
- Excellent people management skills, with a talent for motivating and inspiring teams.
- Exceptional communication skills, both verbal and written, with an emphasis on relationship building.
- Proficient in CRM software and Microsoft Office Suite; familiarity with data analytics tools is a plus.
- Passionate about customer service excellence and continuous improvement strategies.
- Driven to achieve objectives and meet customer needs effectively.
**Personality Traits:**
- Driven: Highly motivated and results-oriented, focused on achieving and surpassing goals.
- Passionate: Demonstrates enthusiasm for exemplary customer service and team development.
**Benefits:**
- Disability insurance
- Travel & spending expenses
- Joining bonus
**Working Environment:**
Westports Holdings Berhad promotes a culture of ongoing learning and development, encouraging personal and professional growth for all employees.
**Equal Opportunity Statement:**
Westports Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status.
**Application Deadline:** October 24, 2024
If you meet the qualifications and are ready to take on this dynamic role, we encourage you to apply and become a part of our dedicated team at Westports Holdings Berhad!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.