Job Title: Customer Care Manager - Remote Work Company: Kinder Morgan Location: Wellington, Wellington, NZ Job Type: Part-time Seniority: Mid-to-Senior Level Years of Experience: 8 --- Job Description: Kinder Morgan is seeking a highly skilled and motivated Customer Care Manager to join our remote team. This position calls for a confident and hardworking individual who can work collaboratively in a dynamic, customer-focused environment. The Customer Care Manager will play a crucial role in ensuring customer satisfaction, fostering positive relationships, and leading a team dedicated to exceeding customer expectations. Key Responsibilities: Leadership and Team Management Support, mentor, and guide a team of customer care representatives. Conduct regular performance evaluations and provide constructive feedback. Foster a positive team culture that emphasizes collaboration and continuous improvement. Customer Relationship Management Establish and maintain strong relationships with customers to understand their needs and expectations. Address and resolve escalated customer issues and complaints in a timely manner. Develop strategies to enhance customer loyalty and retention. Performance Monitoring and Reporting Monitor team performance metrics and ensure that service levels are consistently met or exceeded. Create reports that provide insights into customer feedback, trends, and areas for improvement. Analyze customer satisfaction data and implement action plans to enhance service quality. Process Improvement Identify opportunities for process enhancements to improve the overall customer experience. Collaborate with cross-functional teams (e.g., sales, technical support) to streamline operations and customer service protocols. Implement best practices in customer care management to elevate service delivery. Training and Development Develop and facilitate training programs for customer care representatives to improve their skills and knowledge. Keep teams updated on product features, services, and policy changes to ensure accurate and timely information delivery. Feedback and Continuous Improvement Gather and analyze customer feedback to identify trends, concerns, and opportunities for enhancement. Utilize creativity and problem-solving skills to develop new approaches in customer service and engagement. Engage in proactive communication with customers to understand and anticipate their needs. Requirements: Education and Experience: Bachelor's degree in Business Administration, Communication, or a related field. A minimum of 8 years of experience in customer service or customer care management, preferably in a remote work setting. Technical Skills: Proficiency in customer relationship management (CRM) software and other relevant tools. Familiarity with customer service metrics and reporting tools. Personality Traits: Confident and hardworking, with a natural ability to lead and inspire others. A proactive and resilient approach to challenges. Soft Skills: Exceptional creativity and innovation in problem-solving. Strong interpersonal skills with the ability to communicate effectively with a diverse customer base and team. Other Requirements: Ability to work independently in a remote environment and manage time effectively. Enthusiasm for continuous learning and self-improvement. Benefits: Comprehensive medical coverage. Retirement plan to secure your future. Paid overtime for work beyond standard hours. Working Environment: At Kinder Morgan, we are dedicated to understanding and exceeding customer expectations. Our remote work environment fosters collaboration and innovation, empowering you to make a real impact on customer satisfaction. Application Deadline: Please submit your application by October 25, 2024 . Equal Opportunity Statement: Kinder Morgan 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. #J-18808-Ljbffr