Care Manager Jobs 573 Jobs

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

• 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.

• 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.

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