### Job Title: Customer Care Manager - Remote Work
**Company:** Petronas
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience Required:** 6
#### Job Description:
Petronas is seeking an experienced and dedicated Customer Care Manager to join our dynamic team on a part-time basis. In this remote role, you will play a pivotal role in delivering exceptional customer service and ensuring customer satisfaction while embodying our values of diversity, inclusivity, and belonging. The ideal candidate will possess strong leadership qualities, excel in resourcefulness, and demonstrate an unwavering commitment to meeting the needs of our customers.
#### Key Responsibilities:
- Lead and manage a team of customer care representatives, providing guidance, training, and performance evaluations to ensure high standards of customer service are maintained.
- Develop and implement customer service strategies that align with Petronas's goals and objectives, refining processes to enhance customer experience and operational efficiency.
- Analyze customer feedback and performance metrics to identify trends, areas for improvement, and opportunities for service enhancement.
- Collaborate with cross-functional teams, including operations and sales, to address customer needs and provide seamless service delivery.
- Manage customer inquiries via various channels (email, chat, phone) and provide timely resolutions to issues and complaints, ensuring a cooperative environment that fosters collaboration and understanding.
- Conduct regular training sessions and workshops to equip the customer care team with the skills and knowledge necessary for effective service delivery.
- Utilize persuasive communication techniques to influence and motivate the team, enhancing employee engagement and performance.
- Monitor industry trends, competitors, and technological advancements to inform and adapt customer service strategies.
- Maintain comprehensive documentation related to customer interactions and feedback, ensuring compliance with company policies and procedures.
- Participate in planning and executing customer loyalty programs, enhancing customer retention and satisfaction.
#### Requirements:
- Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 6 years of experience in customer service management or a related field, with a proven track record of leadership and strategic decision-making.
- Demonstrated dedication to customer satisfaction and an ability to empathize with diverse customer needs and expectations.
- Strong resourcefulness in problem-solving and the ability to think critically in high-pressure situations.
- Excellent verbal and written communication skills, with the ability to persuade and influence decision-making effectively.
- Proficient in using customer relationship management (CRM) software and other relevant technology platforms.
- Keen analytical skills to interpret customer feedback and sales data, influencing service enhancements.
- Ability to work autonomously while being part of a remote team, fostering a culture of cooperation and accountability.
#### Benefits:
- Paid overtime for hours worked beyond standard scheduled hours.
- Company-provided equipment to support remote work.
- Comprehensive medical coverage to ensure employee health and well-being.
#### Working Environment:
At Petronas, we are committed to fostering a diverse and inclusive workplace, embracing a culture of belonging where all employees feel valued and empowered to contribute their ideas and perspectives.
#### Application Deadline:
Please submit your application by October 5, 2024.
#### Equal Opportunity Statement:
Petronas is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, sexual orientation, disability, or any other dimension of diversity. We encourage all qualified individuals to apply.
Join us in our mission to deliver exceptional service and make a meaningful impact in the lives of our customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
