**Job Title:** Online Customer Care Manager
**Company:** Sime Darby Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7+
**About Us:**
Sime Darby Berhad is a premier multinational company with diverse business interests spanning plantations, industrial, motors, and healthcare. We are dedicated to nurturing talent and promoting a culture of transparency, innovation, and collaboration. Join us in our commitment to providing exceptional customer care and fostering long-lasting relationships with our clients.
**Position Overview:**
As the Online Customer Care Manager, you will play a crucial role in leading our customer support efforts in the digital arena. You will be responsible for overseeing our online customer service operations, ensuring exceptional support to our clients across various platforms. The ideal candidate will possess a strong customer-centric focus, excellent problem-solving skills, and the ability to drive results through effective leadership.
**Key Responsibilities:**
1. **Team Leadership and Management:**
- Lead and mentor a diverse team of customer care specialists, fostering a culture of teamwork, resilience, and excellence.
- Create and implement training programs that enhance the skills of the customer care team and promote a customer-first mindset.
- Conduct regular performance evaluations and provide constructive feedback to team members.
2. **Customer Engagement:**
- Develop and maintain relationships with customers through multiple online platforms (social media, live chat, email).
- Address customer inquiries, concerns, and feedback efficiently, ensuring a high level of satisfaction.
- Implement strategies for proactive customer engagement and retention.
3. **Operational Excellence:**
- Develop and manage online customer care processes and workflows to enhance efficiency and service quality.
- Analyze customer feedback and service metrics to identify trends and areas for improvement.
- Collaborate with other departments to streamline processes and resolve complex customer issues.
4. **Creative Problem Solving:**
- Utilize creativity to develop innovative solutions to enhance the customer experience.
- Implement customer satisfaction initiatives that align with the company's goals and values.
5. **Reporting and Analytics:**
- Prepare regular reports on customer service performance, online engagement metrics, and customer feedback.
- Utilize data-driven insights to inform strategic decisions and improve customer care practices.
6. **Collaboration and Communication:**
- Foster an environment that encourages open dialogue and transparency across the customer care team and with other departments.
- Act as the primary point of contact for escalated customer issues, ensuring timely resolution and effective communication with all stakeholders.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience:** Minimum of 7 years in customer care management, preferably in an online environment or e-commerce setting.
- **Leadership Skills:** Proven experience in leading teams, developing talent, and driving high performance.
- **Technical Proficiency:** Familiarity with customer relationship management (CRM) tools, online communication platforms, and analytics software.
- **Personality Traits:** Hardworking and resilient, demonstrating a strong work ethic and persistence in the face of challenges.
- **Soft Skills:** Excellent creativity and critical thinking skills combined with exceptional leadership and people management ability.
- **Communication Skills:** Outstanding verbal and written communication skills, with proficiency in English; proficiency in Malay or Mandarin is a plus.
- **Adaptability:** Ability to work in a fast-paced environment, managing multiple priorities effectively.
**Benefits:**
- Paid Time Off (PTO)
- Disability Insurance
- Visa Sponsorship
**Working Environment:**
At Sime Darby Berhad, we value transparency and foster open dialogue for effective communication at all levels. Our commitment to collaboration and inclusivity creates a supportive work environment where everyone's voice is heard.
**Application Deadline:**
Please submit your application by **October 14, 2024**.
**Equal Opportunity Statement:**
Sime Darby Berhad is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified candidates to apply regardless of race, gender, age, sexual orientation, disability, or other protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
