**Job Title:** Online Customer Care Manager
**Company:** Sime Darby Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 5
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**About Us:**
At Sime Darby Berhad, we believe in challenging norms and encouraging bold ideas. Our commitment to excellence and innovation drives us to offer unparalleled services and solutions to our customers. Join us and become part of a culture that thrives on adaptability, creativity, and collaboration.
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**Job Summary:**
We are seeking a dedicated and resourceful Online Customer Care Manager to oversee our customer support and engagement efforts primarily through digital channels. This position requires a proactive approach to managing customer inquiries, providing guidance on products and services, and ensuring optimal customer satisfaction. The ideal candidate is adaptable, capable of navigating various digital communication platforms, and possesses a customer-centric mindset.
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**Responsibilities:**
- **Customer Interaction:**
- Respond promptly to customer inquiries via email, chat, and social media in a professional and courteous manner.
- Address customer complaints with empathy and devise appropriate solutions to resolve issues quickly.
- **Team Collaboration:**
- Work closely with the marketing and sales teams to ensure alignment on customer communications and service offerings.
- Participate in team meetings to discuss customer feedback, trends, and actionable insights.
- **Performance Monitoring:**
- Monitor and analyze customer service metrics to identify areas for improvement and implement necessary changes.
- Prepare and present customer service reports to management, highlighting trends and progress toward key performance indicators (KPIs).
- **Process Improvement:**
- Develop and enhance customer service policies and procedures, ensuring best practices are followed consistently.
- Collaborate in creating user manuals, FAQs, and other resource materials to assist customers effectively.
- **Training and Support:**
- Provide training and support to new team members, ensuring they understand customer service protocols and tools.
- Act as a point of reference for staff when needed, offering guidance and support on customer-related issues.
- **Feedback Collection and Action:**
- Gather customer feedback through surveys, interviews, and direct communication to inform product & service improvements.
- Facilitate follow-ups with customers to ensure satisfaction with solutions offered and understanding of products or services.
- **Crisis Management:**
- Handle escalated issues with professionalism and diplomacy, ensuring customers feel valued and heard.
- Develop and implement crisis management protocols for high-pressure situations.
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**Requirements:**
- **Education and Experience:**
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years experience in customer service management, preferably in an online setting.
- **Technical Proficiency:**
- Proficient with customer relationship management (CRM) software and digital communication tools.
- Familiarity with online customer support platforms and social media channels.
- **Personality Traits:**
- Resourceful: Ability to find innovative solutions to challenges and obstacles in a fast-paced environment.
- Adaptable: Comfortable with changing priorities and able to pivot strategies as needed.
- **Soft Skills:**
- Strong Planning Skills: Ability to develop strategic plans for improving customer service and engagement.
- Critical Thinking: Capable of assessing situations and making informed decisions swiftly and effectively.
- **Communication Skills:**
- Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
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**Benefits:**
- Paid overtime to compensate for hours worked beyond the agreement.
- Company-provided equipment to facilitate remote work.
- Joining Bonus as an incentive for successful candidates.
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**Working Environment:**
Join us in an inclusive and dynamic workplace where we continuously challenge the status quo. At Sime Darby Berhad, you will be encouraged to express your bold ideas and contribute to an innovative team culture. We believe that our employees are the driving force behind our success and work diligently to foster a supportive environment.
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**Application Deadline:**
Please submit your application by **October 13, 2024**.
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**Equal Opportunity Statement:**
Sime Darby Berhad is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, gender, age, religion, or any other characteristic.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
