**Job Title:** Remote Customer Care Manager
**Company:** Fortescue Metals Group
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 7
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### Job Description
Fortescue Metals Group is seeking a dedicated and experienced Remote Customer Care Manager to enhance our customer experience team. The ideal candidate will possess a wealth of knowledge in customer care strategies, a passion for improving customer relationships, and the ability to lead a team in a dynamic, remote setting. This role requires a resourceful and energetic individual who will thrive in our fast-paced environment and uphold our commitment to excellence in customer service.
#### Key Responsibilities
- **Customer Service Excellence:**
- Develop, implement, and monitor customer service policies and procedures to ensure consistent delivery of high-quality service.
- Train and mentor team members on best practices in customer care to enhance customer satisfaction and retention.
- **Team Leadership:**
- Manage a diverse team of customer care representatives, providing guidance and support in their daily activities.
- Conduct regular performance evaluations, set objectives, and facilitate professional development opportunities for team members.
- **Data Analysis and Reporting:**
- Gather and analyze customer feedback and data to drive continuous improvement in service delivery and customer engagement.
- Prepare and present reports to senior management on customer service performance metrics and initiatives.
- **Problem Resolution:**
- Address and resolve complex customer inquiries and complaints effectively and efficiently.
- Collaborate with other departments to ensure a holistic approach to customer care and resolve any service-related issues.
- **Innovation and Strategy Development:**
- Stay informed on industry trends and best practices to propose and implement innovative customer care strategies.
- Actively seek opportunities to improve processes and systems that enhance customer experience.
- **Flexibility and Adaptability:**
- Respond swiftly to changes in customer demand and business priorities, demonstrating agility and proactive problem-solving.
#### Requirements
- **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field. Relevant experience may be considered in lieu of degree.
- **Experience:**
- Minimum of 7 years in a customer service management role, preferably within the mining, metals, or engineering industries.
- Proven track record of developing successful customer service strategies and achieving performance goals.
- **Skills and Abilities:**
- Strong analytical skills with the ability to interpret customer data and feedback.
- Excellent communication and interpersonal skills, with strong persuasive abilities.
- Proficient in various customer care software and CRM tools.
- **Personality Traits:**
- Resourceful in solving problems and managing challenges.
- Energetic and motivated to foster an engaging and positive team environment.
- **Soft Skills:**
- Exceptional presentation skills to effectively communicate ideas and strategies to diverse audiences.
- Strong negotiation and influence skills to advocate for customers within the organization.
#### Benefits
- Relocation allowance for candidates relocating to Canberra.
- Paid Time Off (PTO) to promote work-life balance.
- Free accommodation for eligible employees.
#### Working Environment
Join a flexible work environment that adapts to change with speed and efficiency. Work collaboratively with a passionate team committed to delivering the best customer service experience possible while enjoying the benefits of remote work.
#### Application Deadline
Please submit your application by **October 6, 2024**.
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**Equal Opportunity Statement:**
Fortescue Metals Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all backgrounds, perspectives, and experiences, ensuring equal employment opportunities for everyone.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
