**Job Title: Customer Care Manager**
**Company: PayPal Holdings**
**Location: San Jose, California, US**
**Job Type: Part-Time**
**Seniority Level: Mid-to-Senior Level**
**Years of Experience: 8+**
### Job Description
PayPal Holdings is seeking a dedicated and experienced **Customer Care Manager** to join our dynamic team in San Jose, California. This part-time role is ideal for an individual who thrives in a flexible and fast-paced environment and is passionate about delivering exceptional customer care. You will play a critical role in leading our customer service team, ensuring the highest standards of service are met and maintained.
### Key Responsibilities
- **Team Leadership**: Inspire, mentor, and develop a team of customer service representatives to provide high-quality service. Conduct regular performance assessments and facilitate professional development opportunities.
- **Customer Experience Management**: Oversee the customer care operations, ensuring all inquiries, complaints, and service requests are handled efficiently and effectively. Establish and maintain customer care best practices to enhance customer satisfaction.
- **Strategy Development**: Collaborate with senior management to develop strategies that improve customer service processes, support initiatives that drive customer engagement, and elevate overall satisfaction levels.
- **Performance Metrics**: Monitor and analyze key performance indicators (KPIs) related to customer service productivity and satisfaction. Generate reports and present findings to upper management to identify trends and propose improvements.
- **Conflict Resolution**: Address and resolve escalated customer complaints with professionalism and empathy, employing persuasive techniques to ensure customer retention and satisfaction.
- **Process Improvement**: Identify continuous improvement opportunities for service delivery processes. Implement innovative solutions to enhance operational efficiency and customer experience.
- **Collaboration**: Work closely with other departments, including sales, marketing, and IT, to align customer service strategies with business objectives and assist in creating a seamless customer journey.
- **Training and Development**: Design and conduct training sessions for new hires and ongoing training for existing staff to keep the team updated on product knowledge, customer service techniques, and company policies.
- **Change Management**: Adapt to shifting organizational expectations and customer needs, leading the team through transitions while maintaining high morale and service quality.
### Requirements
- **Experience**: Minimum of 8 years of experience in customer service, with at least 3 years in a managerial role. Experience in the financial technology sector is a plus.
- **Education**: Bachelor's degree in Business Administration, Management, or a related field; equivalent work experience will be considered.
- **Personality Traits**:
- Hardworking: Demonstrates a strong work ethic and commitment to the role.
- Reliable: Dependable and consistent in performance and attendance.
- **Soft Skills**:
- Leadership: Strong ability to lead, motivate, and inspire a diverse team.
- Persuasion: Effective in influencing others and managing challenging customer interactions.
- **Technical Skills**: Proficiency in customer service software and tools, with a solid understanding of data analytics and reporting. Familiarity with CRM systems is preferred.
- **Communication**: Excellent verbal and written communication skills, with a focus on clarity and transparency during customer interactions.
### Benefits
- Visa sponsorship available for eligible candidates.
- Paid overtime for hours worked beyond standard part-time commitments.
- Generous paid sick leave to support employee health and well-being.
### Working Environment
PayPal offers a flexible working environment that adapts to change with speed and efficiency. We promote a culture that values innovation, collaboration, and continuous improvement while ensuring our team members maintain a healthy work-life balance.
### Application Deadline
Please submit your application by **October 7, 2024**.
### Equal Opportunity Statement
PayPal Holdings is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply, regardless of race, gender, sexual orientation, disability, or any other dimension of identity.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
