Customer Care Manager - Remote Work

October 21, 2024

Industry: Private

Employment Type:- Full Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

Company Overview:

Procter & Gamble is a global leader in consumer goods, committed to improving the lives of our customers. We believe that collaboration, innovation, and respect are the cornerstones of our success. Our work environment fosters growth, a harmonious workplace, and opportunities to make a meaningful impact on our consumers and communities.

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Job Summary:

We are seeking a motivated and independent Customer Care Manager to join our dynamic team remotely. This part-time position is ideal for individuals who thrive in a collaborative environment and are passionate about delivering exceptional customer service. The Customer Care Manager will oversee the customer service team, ensuring we provide top-notch support while driving continuous improvement in processes and service delivery.

Key Responsibilities:

Team Leadership: Lead, mentor, and develop a high-performing customer service team. Ensure team members have the tools needed to excel, promoting a positive work culture focused on respect and collaboration.
Customer Support Strategy: Design and implement effective customer support strategies that align with business goals and enhance customer satisfaction. Develop metrics to measure the success of these strategies and continuously optimize processes.
Performance Management: Monitor team performance and provide constructive feedback, conducting regular performance evaluations to help team members reach their full potential.
Decision-Making: Make informed decisions regarding customer escalations, issues resolution, and process changes. Use data-driven insights to recognize areas for improvement and implement solutions effectively.
Customer Relationship Management: Build and maintain strong relationships with customers. Proactively engage with customers to seek feedback and understand their needs to ensure a top-tier service experience.
Collaboration Across Functions: Actively collaborate with other departments, including sales, product development, and marketing, to ensure customer feedback is considered in product enhancements and service offers.
Training & Development: Design and deliver training programs for new hires and ongoing training for existing staff to equip them with the necessary skills to provide excellent customer service.
Reporting & Analytics: Prepare and present reports on customer service metrics, trends, and insights to senior management. Utilize data analytics to drive business decisions and enhance service strategies.
Crisis Management: Effectively manage customer-related crises by implementing strategies that mitigate impact while maintaining customer trust and satisfaction.

Requirements:

Experience: A minimum of 7 years in a customer service management role, preferably in a fast-paced, dynamic environment.

Education: Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degrees or certifications in customer service or management are a plus.

Technical Skillset: Proficient in CRM software, data analysis tools, and customer service platforms. Familiarity with automation tools and software integrations is an advantage.

Personality Traits:

Motivated self-starter with a strong work ethic and the ability to work independently.
Independent thinker who can make decisions with confidence.

Soft Skills:

Strong teamwork orientation, willing to collaborate with different teams and stakeholders.
Excellent decision-making and problem-solving abilities.

Communication Skills: Exceptional verbal and written communication skills, capable of engaging with customers and stakeholders effectively.

Customer-centric Approach: Demonstrate a genuine passion for customer service, ensuring their needs are prioritized and addressed appropriately.

Benefits:

Comprehensive Dental and Vision insurance coverage.
Relocation allowance for those who might consider transitioning to the Phoenix area.
Opportunities for professional growth and development within a global organization.