CUSTOMER CARE MANAGER

Job Summary
Responsible for managing customer care operations, ensuring excellent customer service, effective complaint resolution, and achieving team performance targets.

Job Responsibilities

• Manage and supervise the Customer Care team and daily customer service operations.
• Develop and implement customer service SOP, workflow, and service standards.
• Monitor and evaluate team performance based on KPI, SLA, response time, and customer satisfaction.
• Handle and resolve escalated customer complaints and complex cases professionally.
• Coordinate with related departments, especially Sales, After-Sales, Service, Spare Parts, and Logistics, to ensure customer issues are resolved effectively.
• Analyze customer feedback, complaints, and service data to identify recurring issues and improvement opportunities.
• Prepare regular reports regarding customer complaints, resolution status, team performance, and customer satisfaction.
• Conduct regular coaching, training, and performance evaluations for Customer Care staff.
• Ensure accurate and timely handling of customer inquiries through available communication channels.
• Develop strategies to improve customer satisfaction, retention, and overall customer experience.
• Ensure all customer cases are properly documented and followed up until resolution.
• Support management in developing customer service improvement initiatives.

Job Requirements

• Minimum Bachelor's degree (S1) in Business Administration, Management, Communication, or a related field.
• Minimum 5 years of experience in Customer Care/Customer Service, with at least 2 years in a supervisory or managerial position.
• Strong leadership, communication, and problem-solving skills.
• Experienced in handling customer complaints and escalated cases.
• Strong understanding of customer service KPI, SLA, CSAT, and complaint management.
• Able to analyze customer service data and prepare performance reports.
• Strong coordination skills with multiple departments.
• Customer-oriented, responsible, proactive, and able to work under pressure.
• Good command of English; Mandarin is a plus.
• Experience in automotive, automotive technology, e-commerce, or other fast-paced industries is highly preferred.
• Proficient in Microsoft Office/Google Workspace and customer service systems or CRM.

Key Skills

Customer Service Management | Team Leadership | Complaint Handling | KPI & SLA Management | Customer Experience | Problem Solving | Data Analysis | Cross-Department Coordination