**Job Title:** Customer Care Manager - Remote Work
**Company:** Eco World Development Group Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
---
### Job Description
**Overview:**
Eco World Development Group Berhad is seeking a dynamic and experienced Customer Care Manager to join our team on a part-time basis. This remote position will play a critical role in enhancing customer satisfaction and driving customer engagement initiatives across our organization. You will work closely with various departments to ensure our customers receive exceptional service and support, fostering relationships that contribute to our overall mission of sustainable development.
---
### Key Responsibilities
1. **Customer Experience Management**
- Design and implement customer care strategies that align with the company's vision and values.
- Monitor and evaluate customer interactions and feedback to identify areas for improvement.
- Develop, maintain, and enhance customer service standards and protocols.
2. **Team Leadership**
- Lead, mentor, and train the customer care team to ensure high levels of performance and engagement.
- Foster a collaborative work environment that encourages teamwork and innovation.
- Conduct regular performance evaluations and provide constructive feedback for team development.
3. **Strategic Planning**
- Collaborate with senior management to develop strategic initiatives that align with customer care goals.
- Analyze customer data and market trends to inform customer care strategies.
- Prepare and present reports on customer service performance metrics and insights to stakeholders.
4. **Issue Resolution**
- Act as the primary point of contact for escalated customer inquiries and resolve complex issues effectively and efficiently.
- Collaborate with cross-functional teams to ensure timely and satisfactory resolution of customer concerns.
- Implement a proactive approach to problem-solving to reduce the occurrence of customer complaints.
5. **Process Improvement**
- Identify opportunities for process improvements within the customer care workflow and advocate for necessary changes.
- Develop and manage customer relationship management (CRM) systems and tools to enhance service delivery.
- Gather feedback from customers and team members to continually enhance service offerings.
6. **Customer Engagement**
- Design and facilitate programs that promote customer loyalty and retention.
- Develop and manage communication channels with customers, including newsletters, surveys, and social media outreach.
- Create educational resources and materials to empower customers and enhance their experience with Eco World Development Group Berhad.
---
### Requirements
**Education:**
- Bachelor's degree in Business Administration, Communications, or a related field.
**Experience:**
- Minimum of 7 years in customer service management or a related field, preferably within the real estate or development sector.
**Skills:**
- Proven ability in strategic planning and execution in a customer-centric environment.
- Strong interpersonal skills with a team-oriented attitude and the ability to cooperate with diverse teams.
- Proficient in using CRM software and customer support tools.
**Personality Traits:**
- Reliable and trustworthy, with a strong sense of accountability.
- Passionate about delivering exemplary customer service and nurturing customer relationships.
**Soft Skills:**
- Excellent problem-solving abilities and a keen eye for detail.
- Strong communication skills, both verbal and written.
- Adaptability and resilience in a dynamic work environment.
---
### Benefits
- Travel and spending expenses coverage.
- Paid sick leave.
- Relocation allowance for eligible candidates.
---
### Working Environment
At Eco World Development Group Berhad, we embrace creativity in a culture that values fresh ideas and inventive solutions. We encourage our team members to think outside the box and contribute to an inclusive environment where innovation is celebrated.
---
### Application Deadline
Please submit your application by **September 19, 2024**.
---
### Equal Opportunity Statement
Eco World Development Group 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, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
