**Job Title:** Customer Care Manager - Work from Home
**Company:** FedEx
**Location:** San Jose, California, US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 5
**Job Description:**
FedEx is seeking a highly motivated and hardworking **Customer Care Manager** to join our dynamic Customer Service team. This role is crucial in ensuring the highest level of service and support is provided to our customers. As a Customer Care Manager, you will lead a team of customer service representatives, manage customer relationships, and develop effective strategies to enhance customer satisfaction while working from the comfort of your home.
**Key Responsibilities:**
1. **Team Leadership and Development:**
- Oversee a team of customer service representatives, providing guidance, coaching, and feedback to ensure the delivery of exceptional customer service.
- Conduct regular performance reviews and implement training programs to enhance team skills and knowledge.
- Foster a positive team environment that encourages collaboration and innovation.
2. **Customer Relationship Management:**
- Establish and maintain strong relationships with customers to ensure satisfaction and loyalty.
- Address and resolve customer issues and concerns in a timely and effective manner.
- Conduct surveys and assessments to gauge customer satisfaction and feedback for continuous improvement.
3. **Operational Excellence:**
- Monitor team performance metrics and develop action plans to meet and exceed service level agreements (SLAs).
- Analyze customer interactions and data to identify trends and implement process improvements.
- Ensure compliance with company policies, procedures, and quality standards.
4. **Quality Assurance:**
- Attract, recruit, and retain top talent for the customer care team while maintaining diversity and inclusion.
- Audit customer interactions and provide constructive feedback to representatives to enhance service delivery.
- Stay updated with industry trends and best practices to enhance team performance.
5. **Communication and Collaboration:**
- Collaborate with other departments, such as sales and logistics, to ensure a seamless customer experience.
- Facilitate communication within the team and with senior management regarding customer issues, team performance, and improvement initiatives.
- Prepare reports and presentations for management on customer service metrics and team performance.
6. **Administrative Duties:**
- Manage shift scheduling and ensure appropriate coverage during peak seasons.
- Handle escalated customer complaints, resolving issues effectively and maintaining professionalism.
- Maintain accurate records of customer interactions and transactions to provide insights for management.
**Requirements:**
- **Education:** Bachelor's degree in business administration, communication, or a related field preferred but not required.
- **Experience:** Minimum of 5 years in customer service and team management, preferably in a remote or work-from-home environment.
- **Technical Skills:** Proficient in customer relationship management (CRM) tools, Microsoft Office Suite (Excel, Word, PowerPoint), and communication platforms.
- **Personality Traits:**
- Highly motivated and self-driven individual with a passion for customer service.
- Strong work ethic and dedication to achieving team goals.
- **Soft Skills:**
- Exceptional persuasion skills with the ability to influence and motivate team members and customers.
- Keen attention to detail, with a focus on accuracy and thoroughness in all tasks.
**Benefits:**
- Disability insurance
- Paid overtime
- Paid Time Off (PTO)
**Working Environment:**
Join a dynamic workplace that values teamwork, fosters innovation, and shares success. As part of FedEx, you will play a vital role in ensuring our customers receive the highest quality service, while also working in a collaborative and supportive atmosphere.
**Deadline to Apply:**
- Applications will be accepted until **October 4, 2024**.
**Equal Opportunity Statement:**
FedEx 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
