Customer Care Manager - Premium Brand Experience

Join Hegen Pte. Ltd., a globally recognized brand committed to redefining customer experience, as our Customer Care Manager in the vibrant heart of Bali. This is a unique opportunity to lead our Customer Success function, shaping the future of customer care in the luxury and premium segments. In this role, you will oversee a team of dedicated professionals, ensuring that every interaction with our clients is seamless, personalized, and memorable.

At Hegen Pte. Ltd., we believe that exceptional customer service is the cornerstone of our success. Our Customer Care Manager will be responsible for developing and implementing strategies that enhance customer satisfaction, loyalty, and retention. You will work closely with our sales, marketing, and product teams to ensure that our customers' needs are met and exceeded. This role offers a dynamic and challenging environment where your leadership and strategic thinking will be put to the test.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of customer care professionals, providing guidance, training, and performance reviews.
• Develop and implement customer care strategies that align with the company's goals and values.
• Monitor and analyze customer feedback and data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to ensure that customer needs are met and exceeded.
• Ensure that all customer interactions are in line with the company's brand standards and values.
• Develop and maintain strong relationships with key clients and stakeholders.
• Stay up-to-date with industry trends and best practices in customer care.
• Report on customer care metrics and KPIs to senior management.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer care, customer success, or a related field.
• Proven track record of successfully leading and managing customer care teams.
• Strong knowledge of CRM systems such as Salesforce or HubSpot.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and meet tight deadlines.
• Strong analytical and problem-solving skills.
• Fluency in English, with excellent written and verbal communication skills.

🛠️ Keahlian

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