Customer Care Manager - Remote Work

*Key Responsibilities:**

1. **Team Leadership:** - Lead and manage a team of customer service representatives, providing training, support, and mentorship to enhance their performance and professional growth. - Implement performance metrics and KPIs to evaluate team effectiveness and customer satisfaction. - Conduct regular one-on-one and team meetings to address concerns, solicit feedback, and promote best practices.

2. **Customer Interaction:** - Serve as an escalation point for complex customer inquiries, ensuring issues are resolved swiftly and effectively. - Develop and refine communication strategies to engage customers through various channels (phone, email, chat). - Regularly review customer feedback and data to identify trends, root causes, and areas for service improvement.

3. **Process Improvement:** - Identify opportunities to optimize customer service processes and workflows, focusing on efficiency and quality. - Collaborate with cross-functional teams to implement changes that enhance the customer experience. - Stay abreast of industry best practices and emerging technologies to drive innovation in customer care.

4. **Relationship Management:** - Build and maintain strong relationships with internal stakeholders, including sales, engineering, and quality assurance teams, to ensure alignment in delivering customer solutions. - Negotiate and resolve customer complaints or disputes effectively, turning challenges into opportunities for improvement.

5. **Reporting and Analysis:** - Prepare and present regular reports on customer care performance, highlighting successes, challenges, and opportunities for growth. - Analyze customer service metrics and feedback to inform strategic decisions and enhancements to service delivery.

6. **Culture and Engagement:** - Foster a collaborative and positive work environment that sparks creativity and motivates the team. - Organize team-building activities and engage team members in discussions around customer care enhancements.

**Requirements:**

1. **Education and Experience:** - Bachelor’s degree in Business Administration, Communications, or a related field. - A minimum of 6 years of experience in customer service management or a related field, preferably within a technical or aerospace industry.

2. **Skills and Attributes:** - **Motivated and Reliable:** Must possess a strong work ethic and demonstrate an unwavering commitment to customer satisfaction. - Attention to Detail: Ensure accuracy in all communications and documentation while overseeing customer interactions. - Negotiation Skills: Ability to navigate difficult conversations and arrive at mutually beneficial solutions.

3. **Technical Proficiencies:** - Proficiency in customer relationship management (CRM) software and Microsoft Office Suite (Excel, Word, PowerPoint). - Familiarity with data analysis and reporting tools to assess team performance and customer satisfaction.

4. **Soft Skills:** - Exceptional interpersonal and communication skills. - Strong problem-solving skills and the ability to think critically under pressure. - Capability to adapt to changing environments and prioritize effectively.

**Benefits:**

- Paid Sick Leave - Parental Leave - Dental Insurance

**Working Environment:** Join a team that values your input and creativity, enhancing a remote work environment designed to inspire greatness. You'll collaborate with passionate professionals committed to achieving the highest standards of customer care.

**Equal Opportunity Employer:** Boeing 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.