**Job Title: Remote Customer Care Manager**
**Company: YTL Corporation Berhad**
**Location: Kuala Lumpur, Kuala Lumpur, MY**
**Job Type: Part-time**
**Seniority: Associate Level**
**Years of Experience: 5**
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### Job Description
YTL Corporation Berhad is seeking a skilled and motivated Remote Customer Care Manager to join our dynamic team. This part-time position offers the opportunity to work from the comfort of your own home while contributing to our mission of delivering exceptional customer service. The ideal candidate will possess significant experience in customer care management and a proven ability to enhance customer satisfaction through effective communication and problem-solving.
#### Key Responsibilities:
1. **Customer Support Management**
- Oversee daily customer care operations to ensure consistent and high-quality support across all communication channels (email, chat, phone).
- Develop, implement, and refine customer support processes and best practices to optimize operational efficiency.
2. **Team Leadership**
- Train, mentor, and support customer care representatives, fostering a team-oriented environment that emphasizes collaboration.
- Set performance metrics for the team, monitor progress, and provide constructive feedback to ensure that individual and team goals are met.
3. **Customer Satisfaction Improvement**
- Analyze customer feedback and support interactions to identify trends, areas for improvement, and opportunities to enhance customer experience.
- Collaborate with cross-functional teams (e.g., marketing, product) to address customer concerns and drive product enhancements based on insights gathered.
4. **Reporting and Analytics**
- Generate reports on customer care metrics, conduct data analysis to measure team performance, and present findings to management.
- Utilize data to inform decisions and drive continuous improvement initiatives within the customer care department.
5. **Conflict Resolution**
- Address escalated customer inquiries and complaints with professionalism and a solution-oriented mindset.
- Efficiently resolve issues while maintaining positive relations with customers to ensure retention and satisfaction.
6. **Process Optimization**
- Proactively identify and recommend improvements to customer support workflows, tools, and systems to enhance service quality and efficiency.
- Stay informed of industry trends and technology that can enhance customer service capabilities.
7. **Documentation and Compliance**
- Maintain and update customer support documentation, FAQs, and training materials to ensure team members have access to accurate resources.
- Ensure compliance with company policies and local regulations regarding customer service protocols.
#### Requirements:
- **Education**: Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Experience**: A minimum of 5 years of experience in customer service or customer care management, with a proven track record in leadership roles.
- **Technical Skills**: Proficiency with customer relationship management (CRM) software and data analysis tools. Familiarity with support ticketing systems and Microsoft Office Suite.
- **Personality Traits**:
- Reliable and trustworthy, with a strong commitment to meeting deadlines and delivering quality work.
- Independent and self-motivated with the ability to work autonomously from a remote setting.
- **Soft Skills**:
- Excellent teamwork skills, with the ability to collaborate across departments to achieve common goals.
- Strong analytical skills to interpret data and turn insights into actionable strategies.
#### Benefits:
- Employee discounts on YTL Corporation products and services
- Comprehensive dental insurance
- Parental leave policies to support work-life balance
#### Working Environment:
At YTL Corporation Berhad, we believe in creating a joyful and vibrant workplace, even in a remote setting. We encourage creativity, foster a culture of positivity, and value every team member's contributions as we work together toward shared success.
**Deadline to Apply**: ********
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**Equal Opportunity Statement:**
YTL Corporation Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.