**Job Title: Customer Care Manager - Remote Work**
**Company: Tenet Healthcare**
**Location: Hamilton, Waikato, NZ**
**Job Type: Part-time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6**
**Deadline to Apply: ******** **
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**Job Description:**
Tenet Healthcare is seeking a highly motivated and experienced **Customer Care Manager** to join our team in a remote capacity. In this part-time position, you will play a pivotal role in overseeing our customer care operations and ensuring that our clients receive the highest level of support and service. Your ability to lead with empathy and understanding will contribute significantly to our mission of providing exceptional healthcare experiences.
**Key Responsibilities:**
1. **Leadership & Team Management:**
- Lead a remote team of customer care representatives, providing guidance, support, and training to promote high performance.
- Foster a positive and collaborative team environment that prioritizes the well-being of team members and customers alike.
- Schedule and conduct regular team meetings to communicate goals, share best practices, and encourage team collaboration.
2. **Customer Relationship Management:**
- Serve as the primary point of contact for escalated customer inquiries and complaints, ensuring timely resolution and satisfaction.
- Monitor customer interactions and gather feedback to continuously improve service and identify trends, issues, or opportunities.
- Develop and implement customer relationship strategies that enhance customer loyalty and retention.
3. **Performance Monitoring & Reporting:**
- Establish and track key performance indicators (KPIs) for customer care operations, ensuring targets are met or exceeded.
- Generate comprehensive reports on customer care performance, identifying areas for improvement and presenting findings to senior leadership.
- Utilize data analytics to inform decision-making and strategic planning efforts.
4. **Training & Development:**
- Design and implement training programs for new hires and ongoing development for existing team members.
- Stay current with industry best practices and ensure that team members are trained in relevant tools, technologies, and procedures.
- Promote a culture of continuous learning and professional development within the customer care team.
5. **Policy & Procedure Development:**
- Collaborate with cross-functional teams to create and refine customer service policies that enhance operational efficiency and customer satisfaction.
- Ensure compliance with company policies and legal regulations while fostering a positive customer experience.
6. **Adaptation & Problem Solving:**
- Analyze complex customer issues and develop strategic solutions that align with company goals and enhance the customer experience.
- Exercise creativity and resourcefulness to adapt to changing business needs and customer demands.
**Requirements:**
- **Education:** Bachelor's degree in business administration, healthcare management, or related field preferred.
- **Experience:** A minimum of 6 years of experience in customer care, with at least 2 years in a managerial or supervisory role within the healthcare sector.
- **Technical Skills:** Proficient in CRM software and customer support tools; experience with data analysis and reporting preferred.
- **Personality Traits:**
- Independent: Ability to take initiative, work autonomously, and make informed decisions.
- Energetic: Bring a positive and dynamic energy that inspires and motivates the team.
- **Soft Skills:**
- Cooperation: Excellent collaboration skills to work seamlessly with diverse teams and departments.
- Adaptability: Capable of adjusting strategies and tactics in response to changing circumstances and customer needs.
**Benefits:**
- Opportunities for training and professional development to advance your career.
- Paid overtime for hours worked beyond the standard part-time commitment.
- Comprehensive disability insurance to support your well-being.
**Working Environment:**
At Tenet Healthcare, we prioritize understanding and empathy in all interactions. We believe that treating our customers and each other with kindness, respect, and consideration is essential in delivering exceptional service and achieving our mission.
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**Equal Opportunity Statement:**
Tenet Healthcare 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, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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If you are a passionate leader with a strong commitment to customer care and a desire to make a difference in people's lives, we encourage you to apply by the deadline of ******** . Join us in our mission to provide exceptional healthcare experiences!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
