**Job Title: Customer Care Manager**
**Company: J.C. Penney**
**Location: Brisbane, Queensland, AU**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 5**
**Deadline to Apply: ******** **
### Job Description:
Are you passionate about delivering exceptional customer service and leading a dedicated team? J.C. Penney is seeking an experienced and enthusiastic Customer Care Manager to join our team in Brisbane. As a pivotal part of our customer care operations, you will play a crucial role in fostering a customer-first culture, driving team performance, and ensuring a positive shopping experience for our customers.
### Key Responsibilities:
- **Team Leadership:** Supervise and mentor a team of customer care associates, providing guidance, support, and training to enhance their skills and performance.
- **Customer Engagement:** Address customer inquiries and resolve complaints promptly and effectively, ensuring customer satisfaction and loyalty.
- **Performance Monitoring:** Analyze key performance indicators (KPIs) and customer feedback to evaluate team performance and implement improvement strategies as needed.
- **Process Improvement:** Identify opportunities for process enhancements within customer care operations to increase efficiency and elevate overall customer experience.
- **Collaboration:** Work closely with various departments, including sales, inventory, and logistics, to ensure seamless communication and service delivery.
- **Training and Development:** Develop training materials and conduct training sessions for new hires and ongoing skills development for current team members.
- **Reporting:** Prepare and present performance reports to upper management, highlighting achievements, challenges, and recommendations for improvement.
- **Adaptability:** Stay informed about industry trends and customer service best practices to adapt strategies effectively in a fast-paced retail environment.
- **Emotional Intelligence:** Utilize strong emotional intelligence to connect with team members and customers, fostering a positive and inclusive atmosphere.
### Requirements:
- **Experience:** Minimum of 5 years of experience in a customer service environment, with at least 2 years in a supervisory or managerial role.
- **Education:** High school diploma required; Bachelor's degree in Business Administration or related field preferred.
- **Personality Traits:**
- *Driven:* A proactive individual who takes initiative to enhance team performance and customer satisfaction.
- *Resilient:* Ability to handle pressure and recover quickly from setbacks or challenging situations.
- **Soft Skills:**
- *Critical Thinking:* Strong analytical skills to assess complex situations and develop effective solutions.
- *Emotional Intelligence:* Demonstrated ability to empathize with and understand customer and team needs.
- **Technical Skills:** Proficient in customer service software and Microsoft Office Suite. Experience with CRM systems is a plus.
- **Communication Skills:** Exceptional verbal and written communication skills to engage with customers and collaborate internally.
### Benefits:
- Company equipment provided.
- Exclusive employee discounts on products and services.
- Opportunities for training and professional development to enhance your career.
### Working Environment:
At J.C. Penney, we pride ourselves on creating a flexible work environment that adapts to change with speed and efficiency. As a Customer Care Manager, you will thrive in an atmosphere that encourages innovation, collaboration, and personal growth.
### Equal Opportunity Statement:
J.C. Penney 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.
Join us at J.C. Penney and be part of a team that values customer care and commitment to excellence! Apply before the deadline on ******** .How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
