Job Title: Customer Care Manager Company: Newport Hospitality Group Location: Washington, D.C., US / Hybrid Remote Work Possible At Newport Hospitality Group, we pride ourselves on delivering exceptional customer experiences that foster loyalty and satisfaction. While we are not currently hiring for the position of Customer Care Manager, we are always eager to connect with talented individuals who are passionate about customer service and are looking to join a dynamic team in the future. We invite you to submit your CV for consideration as we prepare for upcoming hiring plans. Your profile will be kept on file, and we will reach out when opportunities arise that align with your skills and experience.
Position Overview:
As a Customer Care Manager, you will play a pivotal role in shaping the customer experience and ensuring that our clients receive the highest level of service. You will lead a team of customer care representatives, develop strategies to enhance customer satisfaction, and implement innovative solutions to address customer needs. This position requires a confident and independent individual who can make informed decisions and inspire others to deliver exceptional service.
Key Responsibilities: Lead and manage the customer care team, providing guidance, support, and training to ensure high performance and engagement. Develop and implement customer service policies and procedures that align with the company's mission and values. Monitor and analyze customer feedback and service metrics to identify areas for improvement and implement effective solutions. Foster a culture of innovation within the team, encouraging creative problem-solving and the development of new service initiatives. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. Handle escalated customer inquiries and complaints with professionalism and empathy, ensuring timely resolution. Conduct regular performance evaluations and provide constructive feedback to team members to promote professional growth. Stay updated on industry trends and best practices in customer service to keep the team informed and competitive. Create and maintain a positive and inclusive working environment that values diversity and promotes a sense of belonging. Requirements: Proven experience in customer service or a related field, with a strong understanding of customer care principles (entry-level to senior level candidates are welcome). Excellent leadership and team management skills, with the ability to motivate and inspire others. Strong decision-making skills, with the ability to analyze situations and make sound judgments. Innovative mindset with a passion for finding creative solutions to customer challenges. Exceptional communication and interpersonal skills, with the ability to build rapport with customers and team members alike. Independent and confident in your abilities, with a proactive approach to problem-solving. Familiarity with customer relationship management (CRM) software and other relevant tools is a plus. Benefits:
At Newport Hospitality Group, we believe in taking care of our employees as much as we take care of our customers. We offer a range of benefits to support your well-being and professional growth, including:
Free food and refreshments in the office to keep you energized throughout the day. A joining bonus to welcome you to our team. Life insurance to provide peace of mind for you and your loved ones. Working Environment:
We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. At Newport Hospitality Group, we strive to pave the way for diversity and inclusivity, fostering a culture of belonging that empowers all employees to thrive. We believe that a diverse workforce enhances our ability to serve our customers and drives innovation within our organization.
Equal Opportunity Statement:
Newport Hospitality Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, experiences, and perspectives.
If you are passionate about customer service and are looking to make a meaningful impact in a future role, we encourage you to submit your CV for consideration. We look forward to connecting with you as we prepare for our upcoming hiring plans!
How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.