**Job Title:** Customer Care Manager - Work from Home
**Company:** Dillard's
**Location:** Dunedin, Otago, NZ
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 7
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### Job Description
Dillard's is seeking a dedicated and experienced Customer Care Manager to join our team remotely from Dunedin, Otago. This is a part-time position where you will play a crucial role in managing customer care operations to ensure that we continually meet and exceed the expectations of our valued customers. As a mid- to senior-level professional, you will lead a team of customer service representatives, developing procedures and strategies that contribute to our mission of maintaining exemplary customer satisfaction.
### Responsibilities
- **Team Leadership:**
- Oversee the daily operations of the customer care team, ensuring a high standard of service is maintained.
- Recruit, train, and mentor customer service representatives to enhance their skills and performance.
- Foster a positive, energetic, and motivated team environment that aligns with Dillard's mission and values.
- **Customer Experience Management:**
- Develop and implement customer service policies and procedures to improve overall customer satisfaction.
- Monitor and evaluate customer interactions to identify trends, issues, and opportunities for improvement.
- **Problem-Solving:**
- Address and resolve escalated customer complaints and inquiries promptly and effectively.
- Utilize analytical skills to assess service metrics and customer feedback, applying insights to enhance service offerings.
- **Collaboration:**
- Work closely with other departments to streamline processes that impact customer care and ensure a smooth customer journey.
- Prepare regular reports on customer care metrics, highlighting trends, successes, and areas for improvement.
- **Strategic Development:**
- Identify and implement best practices in customer care, focusing on efficiency and effectiveness.
- Stay up-to-date with industry trends and competitor practices to ensure Dillard's remains a leader in customer service excellence.
### Requirements
- **Education & Experience:**
- Bachelor's degree in Business, Management, or related field is preferred.
- Minimum of 7 years of experience in customer service management, preferably within retail or a related industry.
- **Technical Skills:**
- Proficient in using customer relationship management (CRM) software and other customer care tools.
- Strong computer literacy, including proficiency in Microsoft Office Suite or similar applications.
- **Personality Traits:**
- Highly motivated with a personal drive to succeed and inspire others.
- Energetic and enthusiastic, capable of cultivating a similar culture within the team.
- **Soft Skills:**
- Exceptional people management skills with a track record of developing high-performing teams.
- Strong problem-solving skills with the ability to think critically and make sound decisions under pressure.
- Excellent verbal and written communication skills to manage customer relations effectively.
### Benefits
- Flexible remote work arrangement, promoting a healthy work-life balance.
- Paid sick leave to ensure well-being and health.
- Life insurance coverage for financial peace of mind.
### Working Environment
At Dillard's, you will thrive in an environment where your work aligns with a greater purpose, contributing to a meaningful mission that prioritizes exemplary customer service. Join us in our commitment to excellence and be a part of a passionate team dedicated to serving our customers.
### Application Deadline
Please submit your application by **September 29, 2024**.
### Equal Opportunity Statement
Dillard's is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from all backgrounds to apply, and we strive to maintain a workplace where everyone feels supported and valued.
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If you are a motivated leader with a passion for customer care excellence, we would love to hear from you! Apply now to join Dillard's team and make a difference in our customers' experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
