**Job Title: Customer Care Manager - Work from Home** **Company: J.P. Morgan Chase** **Location: Dunedin, Otago, NZ** **Job Type: Full-time** **Seniority: Mid-to-Senior Level** **Years of Experience: 8** **About J.P. Morgan Chase:** At J.P. Morgan Chase, we help businesses, markets, and communities thrive.
With a deep commitment to understanding and exceeding customer expectations, we promote a culture of teamwork, innovation, and continuous improvement.
We seek dedicated professionals who are ready to contribute to our world-class service and grow with us.
**Job Summary:** The Customer Care Manager will be responsible for overseeing the customer service operations and ensuring the highest level of customer satisfaction.
This role requires a proactive leader who is capable of managing a team effectively, implementing strategies for customer engagement, and enhancing overall customer experience.
As a work-from-home position, the ideal candidate must be self-motivated, organized, and driven to deliver results in a virtual environment.
**Key Responsibilities:** - Lead, mentor, and develop a remote customer service team to achieve performance goals and improve customer satisfaction metrics.
- Establish and implement key performance indicators (KPIs) for customer service operations, regularly monitoring and reporting on team performance.
- Analyze customer feedback and service delivery data to identify trends and areas for improvement, developing action plans accordingly.
- Innovate and create customer care strategies that align with J.P. Morgan Chase's commitment to exceptional service.
- Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customer needs and insights are represented and addressed in business decisions.
- Resolve complex customer issues and inquiries in a timely and efficient manner while promoting long-term customer loyalty.
- Conduct regular one-on-one meetings with team members to track performance, discuss development opportunities, and ensure a high level of engagement.
- Foster an inclusive and dynamic team culture that encourages creative problem-solving and continuous learning.
- Stay up-to-date with industry trends, customer service best practices, and technological advancements to drive improvements and enhance customer experiences.
**Key Requirements:** - Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 8 years of experience in customer service management or related roles, preferably within the financial services industry.
- Proven leadership experience with a track record of developing high-performing teams.
- Strong analytical skills with the ability to interpret data and use insights to drive decision-making.
- Excellent communication skills, with the ability to communicate effectively across various levels of the organization and with customers.
- Creative mindset to develop innovative approaches to customer engagement and problem resolution.
- High level of resilience and the ability to manage stress in a fast-paced environment.
- Strong proficiency in customer relationship management (CRM) software and Microsoft Office Suite.
**Personality Traits:** - Hardworking and dedicated individuals who take pride in their work and demonstrate a strong work ethic.
- Resilient leaders who can navigate challenges and maintain focus on customer satisfaction and team morale.
**Benefits:** - Relocation allowance for those considering moving to Dunedin, Otago.
- Travel and spending expenses covered as per company policy.
- Comprehensive dental insurance as part of our benefits package.
**Working Environment:** J.P. Morgan Chase is dedicated to understanding and exceeding customer expectations.
Our work-from-home culture promotes a healthy work-life balance while fostering collaboration and creativity without boundary.
**Application Deadline:** Please submit your application by October 29, 2024.
**Equal Opportunity Statement:** J.P. Morgan Chase 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, sexual orientation, gender identity, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.