**Job Title: Customer Care Manager - Remote Work**
**Company: Zennya**
**Location: Cebu, Central Visayas, PH**
**Job Type: Part-time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 7**
**Application Deadline: ******** **
**About Zennya:**
At Zennya, we are dedicated to creating exceptional experiences for our customers. Our client-centric approach drives our mission to provide outstanding services while fostering a positive and innovative working environment. As we continue to grow, we are looking for a passionate and experienced Customer Care Manager to join our team remotely.
**Job Overview:**
The Customer Care Manager will oversee our customer service operations, ensuring that our clients receive the highest level of support and satisfaction. This role requires strategic oversight, the ability to leverage data for informed decision-making, and the dedication to continuous improvement in our customer care processes.
**Key Responsibilities:**
1. **Team Leadership:**
- Lead, mentor, and develop a remote customer care team to ensure high levels of employee engagement and productivity.
- Foster a customer-centric culture within the team and promote collaboration to achieve performance targets.
2. **Customer Support Strategy:**
- Design and implement customer care strategies that align with the company's overall vision and goals.
- Develop KPIs and metrics to measure the effectiveness of customer service initiatives and processes.
3. **Data Analysis:**
- Leverage data analytics to identify trends, performance gaps, and areas for improvement in customer service operations.
- Prepare and present reports to senior management on customer service performance and strategic recommendations.
4. **Customer Engagement:**
- Develop strong relationships with customers, actively seeking feedback to enhance service delivery.
- Resolve customer complaints and issues promptly and effectively while striving for a positive outcome.
5. **Strategic Planning:**
- Collaborate with cross-functional teams to align customer care initiatives with marketing, sales, and product development.
- Participate in the formulation of budgets, plans, and resource allocation to meet service objectives.
6. **Training and Development:**
- Create training materials and conduct training sessions for the customer care team to ensure up-to-date knowledge of processes, tools, and best practices.
- Identify skill gaps within the team and implement training programs to enhance team capabilities.
7. **Process Improvement:**
- Continuously evaluate and improve customer service processes to increase efficiency and service quality.
- Implement new technologies and tools that enhance customer support and streamline operations.
8. **Communication:**
- Maintain clear and effective communication with team members, stakeholders, and customers, promoting transparency and collaboration.
- Ensure that customer service policies and procedures are well communicated and adhered to by the team.
**Requirements:**
- **Experience:**
- A minimum of 7 years of experience in customer care or service management, with at least 3 years in a leadership role.
- **Education:**
- Bachelor's degree in Business Administration, Management, or a related field. A relevant master's degree is a plus.
- **Skills:**
- Strong strategic planning and organizational skills.
- Proven ability to persuade and influence others at all levels of the organization.
- Proficiency in customer service software and CRM platforms.
- **Personality Traits:**
- Dedicated and hardworking, with a strong commitment to delivering excellence.
- Adaptable and resilient in a fast-paced, dynamic environment.
- **Soft Skills:**
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a proactive mindset.
- Ability to work collaboratively in a team-oriented environment while also thriving independently.
**Benefits:**
- Competitive salary with performance-based incentives.
- Relocation allowance for candidates willing to move to Cebu.
- Parental leave to support family growth.
- Travel opportunities for team events and conferences.
**Working Environment:**
The Customer Care Manager will operate in a remote work environment, leveraging data-driven insights to inform strategic decisions and drive initiatives that enhance customer satisfaction and operational efficiency.
**Equal Opportunity Statement:**
Zennya 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.
---
**Note:** If you are a passionate customer care professional looking to make a significant impact in a dynamic team, we want to hear from you! Apply before the deadline on ******** .How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
