**Job Title:** Remote Customer Care Manager
**Company:** PPB Group Berhad
**Location:** Malacca City, Melaka, MY
**Job Type:** Full-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 7+ years
**Application Deadline:** ********
**Remote Customer Care Manager Overview:**
PPB Group Berhad is seeking a highly motivated and experienced Remote Customer Care Manager to lead our customer service team in delivering exceptional service that meets our clients' needs and exceeds their expectations. As a key member of our organization, you will be responsible for developing and implementing effective customer service strategies that foster a customer-centric culture. This position demands a commitment to excellence and the ability to innovate in a fast-paced, remote work environment.
### Key Responsibilities
- **Team Leadership:** Lead, mentor, and develop a team of customer service representatives across remote locations; cultivate a collaborative work environment that encourages entrepreneurial thinking.
- **Customer Experience Strategy:** Design and implement customer service strategies aimed at improving customer satisfaction, loyalty, and retention.
- **Performance Management:** Analyze team performance metrics and customer feedback to identify areas for improvement; create and execute action plans to enhance service delivery.
- **Conflict Resolution:** Act as a point of escalation for unresolved customer issues; utilize strong persuasive skills to negotiate resolutions effectively while maintaining a positive customer experience.
- **Training and Development:** Develop training materials and programs that enhance the skills of the customer service team; ensure that all agents are well-equipped to handle customer inquiries and issues proficiently.
- **Process Improvement:** Collaborate with various departments to enhance service processes, ensuring efficiency and effectiveness; advocate for innovations that streamline customer interactions.
- **Reporting and Analysis:** Monitor and report on key performance indicators (KPIs); use data analysis to drive decision-making and improve customer service strategies.
- **Stakeholder Communication:** Maintain open lines of communication with senior management and other departments to ensure alignment on customer service initiatives and strategies.
- **Customer Relationships:** Develop strong relationships with key clients and ensure their needs are proactively addressed; identify opportunities to exceed client expectations and strengthen partnerships.
- **Technology Utilization:** Stay abreast of new customer service technologies; evaluate and implement tools and systems that improve service delivery and customer interactions.
### Qualifications
- **Education:** Bachelor's degree in Business Administration, Management, or a related field.
- **Experience:** Minimum of 7 years of experience in customer service management, with a proven track record in enhancing customer satisfaction and team performance.
- **Remote Work Experience:** Prior experience working in a remote or distributed team setting is preferred.
### Skills and Personality Traits
- **Energetic & Driven:** Demonstrated enthusiasm for fostering a vibrant and proactive team atmosphere.
- **Persuasive Communication:** Exceptional interpersonal skills with the ability to influence and engage others effectively.
- **Innovative Mindset:** Proven ability to think creatively and implement new strategies that lead to improved customer experiences.
- **Analytical Skills:** Strong analytical skills with the ability to interpret data and make data-driven decisions.
- **Problem-Solving:** Excellent problem-solving skills with a focus on customer-centric solutions.
- **Organizational Skills:** Strong organizational skills and the ability to manage multiple tasks and projects effectively.
### Benefits
- Competitive salary and performance incentives.
- Comprehensive dental insurance.
- Remote work flexibility promoting work-life balance.
- Opportunities for travel to meet clients and team members globally.
### Working Environment
At PPB Group Berhad, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value innovation, collaboration, and a proactive approach, fostering an environment that challenges the status quo and encourages professional growth.
### Equal Opportunity Statement
PPB 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.
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If you are passionate about providing exceptional customer service and driving innovative solutions, we would love to hear from you. Apply by the deadline of October 29, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.