**Job Title: Customer Care Manager - Remote Work**
**Company: J.P. Morgan Chase**
**Location: Brisbane, Queensland, AU**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6**
**Application Deadline: October 19, 2024**
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### Job Description
J.P. Morgan Chase is seeking an experienced and motivated Customer Care Manager to join our dynamic team in a remote capacity. This part-time role offers an exciting opportunity for a driven professional to lead and enhance our customer service operations, ensuring a positive experience for our clients. As a Customer Care Manager, you will embed a culture of service excellence, utilizing your expertise to manage a dedicated team and implement strategic initiatives that elevate customer satisfaction.
### Key Responsibilities
- **Team Leadership:**
- Manage, mentor, and motivate a remote team of Customer Care Representatives to achieve high performance and professional growth.
- Conduct regular one-on-one meetings, performance reviews, and developmental coaching sessions to support team member progression.
- **Customer Experience Management:**
- Monitor customer interactions and feedback, ensuring adherence to quality standards and compliance with company policies.
- Develop and implement strategies to enhance the customer experience, addressing pain points and identifying opportunities for improvement.
- **Strategic Planning:**
- Collaborate with senior stakeholders to define customer service processes and set measurable KPIs.
- Analyze performance metrics and prepare reports to present to leadership regarding team performance and customer satisfaction trends.
- **Operational Excellence:**
- Lead initiatives to streamline operations, reduce response times, and increase overall efficiency in service delivery.
- Evaluate the effectiveness of current customer service practices and recommend adjustments as needed.
- **Training & Development:**
- Design and deliver training programs for new hires and ongoing training sessions for existing staff.
- Ensure all team members are equipped with the knowledge and skills needed to effectively support our customers.
- **Cross-Functional Collaboration:**
- Liaise with marketing, sales, and product teams to provide feedback on customer insights and advocate for customer needs.
- Participate in departmental meetings to share customer feedback and assist in aligning service strategies with corporate objectives.
### Required Qualifications
- **Experience:**
- Minimum of 6 years of experience in customer care or customer service management, preferably in a financial services or high-volume customer-facing environment.
- **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field. Relevant certifications are a plus.
- **Technical Skills:**
- Proficient in CRM software and customer support tools.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
### Personality Traits
- **Independent and Driven:** Possess a proactive mindset, able to work autonomously while driving the team towards achieving business objectives.
### Required Soft Skills
- **Time Management:** Proven ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
- **Emotional Intelligence:** Understanding and effectively managing your own emotions, as well as empathizing with customers and other team members to foster a supportive team atmosphere.
### Benefits
- Competitive compensation with flexible part-time hours.
- Free food and beverages available in the workplace.
- Comprehensive vision insurance plan.
- Paid Time Off (PTO) to ensure a healthy work-life balance.
- Opportunities for professional development and career advancement.
### Working Environment
At J.P. Morgan Chase, we embrace a culture that challenges norms and encourages bold thinking. We believe that diversity of thought and commitment to innovation are key drivers of our success, which is reflected in our inclusive workplace.
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**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. We encourage applications from individuals of all backgrounds and walks of life, particularly those who have been historically underrepresented in the workplace.
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If you are a passionate customer care leader ready to take your career to the next level, we invite you to apply for the Customer Care Manager position by October 19, 2024. Join us in making a difference in our customers' lives at J.P. Morgan Chase!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
