**Job Title:** Online Customer Care Manager
**Company:** Advance
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6
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### Job Description
Advance is seeking a dedicated and passionate Online Customer Care Manager to join our team in Cebu. In this role, you will be responsible for overseeing our online customer service operations, ensuring exceptional customer experiences while upholding our company's core values. The ideal candidate will be energetic and motivated, equipped with strong decision-making abilities and a keen attention to detail.
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### Responsibilities
- **Leadership & Team Management:**
- Provide direct oversight and leadership to the online customer service team, fostering a positive and inclusive work environment.
- Recruit, train, and onboard new team members, ensuring they align with Advance's customer service ethos and standards.
- Conduct regular performance evaluations and provide constructive feedback to enhance team performance and professional growth.
- **Customer Engagement & Support:**
- Develop and implement strategies to elevate the overall customer experience through various online channels, including live chat, email, and social media.
- Monitor customer interactions to ensure a high level of service quality, addressing any escalated concerns or issues promptly and effectively.
- Act as a point of contact for complex customer inquiries or complaints, making decisions that enhance customer satisfaction.
- **Process Improvement:**
- Analyze customer service metrics to identify trends and areas for improvement, driving initiatives that enhance service delivery and operational efficiency.
- Collaborate with cross-functional teams to develop and implement policies and procedures that streamline customer service processes.
- Stay updated with industry trends and best practices to continuously improve customer service strategies.
- **Reporting & Analysis:**
- Prepare regular reports on customer feedback, service performance, and team performance KPIs, presenting findings and recommendations to senior management.
- Utilize data analysis to drive decision-making and adapt strategies in alignment with business goals and customer needs.
- **Diversity & Inclusion Advocacy:**
- Promote a culture of diversity and inclusion within the team, ensuring all perspectives are valued and respected.
- Participate in company initiatives aimed at fostering an inclusive work environment.
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### Requirements
**Education & Experience:**
- Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 6 years of experience in customer service or related field, with at least 3 years in a management or supervisory position.
**Personality Traits:**
- Energetic and motivated, with a passion for delivering exceptional customer experiences.
- Ability to work collaboratively in a diverse team environment.
**Soft Skills:**
- Strong decision-making skills, with the aptitude to make informed choices quickly in a fast-paced environment.
- Exceptional attention to detail, ensuring accuracy and quality in all customer interactions.
**Technical Skills:**
- Proficient in customer service software platforms and tools (e.g., CRM systems, ticketing systems).
- Familiarity with online communication channels and social media platforms.
**Language Skills:**
- Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
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### Benefits
- Parental leave
- Disability insurance
- Gym membership
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### Working Environment
At Advance, we embrace diversity and create an inclusive culture that values and respects all perspectives. We believe that a diverse workforce leads to better decision-making and innovation, and we encourage individuals from all backgrounds to apply.
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### Application Deadline
Interested candidates should apply by **October 6, 2024**.
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**Equal Opportunity Statement**
Advance 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
