**Job Title: Customer Care Manager - Remote Work**
**Company: MetroMart**
**Location: Cebu, Central Visayas, PH**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 5**
**Deadline to Apply: ******** **
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**About Us:**
MetroMart is committed to transforming the shopping experience for our customers through exceptional service, innovative technology, and a vibrant shopping platform. We value a diverse and inclusive workplace that sparks creativity and motivation, inspiring greatness in every team member.
**Job Overview:**
As a Customer Care Manager, you will play a vital role in leading our customer care team while ensuring a seamless and satisfying experience for our customers. This part-time remote position requires someone who is passionate about serving customers, resilient in face of challenges, and is a strong communicator. Your planning and organizational skills will guide our team in delivering outstanding customer service in line with MetroMart's commitment to excellence.
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**Key Responsibilities:**
1. **Team Leadership:**
- Manage a remote customer care team by providing guidance, support, and training to ensure high standards of customer service.
- Monitor team performance and provide constructive feedback to encourage professional growth.
2. **Customer Interaction:**
- Oversee the resolution of customer inquiries and complaints via phone, email, and live chat, ensuring all interactions align with MetroMart's service standards.
- Act as an escalation point for complex issues, providing timely resolutions and maintaining customer satisfaction.
3. **Performance Monitoring:**
- Analyze customer feedback and service metrics to identify areas for improvement; develop and implement strategies to enhance service delivery.
- Prepare regular reports on team performance, customer feedback, and service trends for senior management review.
4. **Process Improvement:**
- Collaborate with cross-functional teams to optimize workflows and improve the overall customer experience.
- Stay informed on industry best practices and trends to recommend actionable changes in the customer care process.
5. **Training and Development:**
- Develop training materials and conduct workshops to enhance team skill sets, ensuring the team is equipped to meet customer needs effectively.
- Promote a culture of continuous improvement and knowledge sharing among team members.
6. **Customer Engagement:**
- Cultivate relationships with customers through proactive outreach and engagement strategies.
- Implement loyalty programs and initiatives to enhance customer retention and satisfaction.
7. **Crisis Management:**
- Navigate high-pressure situations with a calm demeanor, developing contingency plans to manage unforeseen challenges or spikes in volume.
- Use resilience and problem-solving skills to address and mitigate any potential impact on customer experience.
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**Requirements:**
- Minimum of 5 years of experience in customer service, with a focus on management or leadership roles.
- Proven track record in improving customer service processes and performance metrics.
- Strong planning and organizational skills with the ability to multitask in a remote environment.
- Excellent verbal and written communication skills, with a passion for customer engagement and relationship building.
- Personality traits: Passionate about customer care, resilient in facing challenges and setbacks.
- Proficient in customer service software and tools, with a willingness to learn new technologies as necessary.
- Strong analytical skills to interpret customer data and drive decision-making.
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**Benefits:**
- Travel opportunities to network and engage with other teams across locations.
- Profit-sharing options, allowing you to benefit from the company's growth.
- Comprehensive medical coverage ensuring your health and well-being are prioritized.
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**Working Environment:**
At MetroMart, we foster a working environment that sparks creativity and motivation, inspiring greatness in every team member. We believe in supporting our employees to achieve their best while balancing their professional and personal lives.
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**Equal Opportunity Statement:**
MetroMart 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. Every qualified applicant will receive consideration for employment without regard to race, color, religion, gender, gender identity, national origin, sexual orientation, disability, or veteran status.
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**Join Us:**
If you are ready to take on this exciting opportunity as the Customer Care Manager at MetroMart, we encourage you to apply before the deadline of October 6, 2024. Let's work together to create exceptional experiences for our customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
