**Job Title:** Client Service Manager - Remote Work
**Company:** MYOB
**Location:** Christchurch, Canterbury, NZ
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
**About MYOB:**
At MYOB, we believe in empowering businesses to thrive. Our commitment to innovation and excellence in our products and services enables us to serve our clients better every day. As leaders in the business management software space, we prioritize quality in all aspects of our work.
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### Job Description:
We are looking for a motivated and experienced Client Service Manager to join our remote team. In this vital role, you will be responsible for fostering strong relationships with our clients, ensuring client satisfaction, and optimizing their experience with our products and services. You will be the conduit between clients and MYOB, advocating for their needs and working collaboratively to find effective solutions.
### Key Responsibilities:
- **Client Relationship Management:**
- Develop and maintain positive and productive relationships with clients, ensuring they receive exceptional service at all times.
- Serve as the primary point of contact for clients, addressing inquiries and resolving issues promptly.
- Conduct regular client check-ins and satisfaction surveys to gather feedback and identify areas for improvement.
- **Team Leadership and People Management:**
- Lead and mentor a team of client service representatives, fostering a team environment that values quality, collaboration, and excellence.
- Provide training and development opportunities for team members, ensuring they are equipped to meet client needs effectively.
- Set performance goals and conduct regular performance reviews to ensure team accountability and recognition of achievements.
- **Problem-Solving and Issue Resolution:**
- Analyze client issues and develop creative solutions to enhance the client experience.
- Work closely with cross-functional teams to escalate and resolve complex client concerns quickly and efficiently.
- Proactively identify potential issues and implement strategies to mitigate risks before they impact client satisfaction.
- **Quality Assurance:**
- Ensure all service deliverables are executed with a keen attention to quality and accuracy.
- Develop and implement best practices and standard operating procedures to enhance service delivery and efficiency.
- Monitor service metrics and reports to track service performance and make data-driven decisions.
- **Client Retention and Growth:**
- Identify opportunities for upselling and cross-selling additional MYOB products and services that may benefit clients.
- Develop strategies for enhancing client retention rates; ensure clients see the value in MYOB offerings.
- Collaborate with the sales and marketing teams to provide a seamless onboarding experience for new clients.
### Required Qualifications:
- A minimum of 6 years of experience in client service, account management, or a related field, preferably within the technology or software industry.
- Proven experience in a managerial or supervisory role, demonstrating strong leadership abilities.
- Exceptional communication and interpersonal skills, with a strong ability to build relationships with clients and team members.
- Proficiency in CRM software and MS Office Suite; familiarity with project management tools is a plus.
- Strong analytical and problem-solving skills, with the ability to think critically and act decisively under pressure.
### Personality Traits:
- **Resilient:** Ability to remain positive and motivated in challenging circumstances, with a focus on finding solutions.
- **Energetic:** A proactive attitude that promotes enthusiasm and motivation within the team and clients alike.
### Soft Skills:
- Strong people management skills, with a demonstrated ability to develop talent and inspire high performance.
- Excellent problem-solving abilities, especially related to client service and operational issues.
### Benefits:
- Employee discounts on MYOB products and services.
- Joining bonus upon successful onboarding.
- Comprehensive dental insurance for you and your family.
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### Working Environment:
At MYOB, we prioritize quality in all aspects of our work, products, and services. We foster a supportive and inclusive environment where every team member contributes to our mission of excellence.
### Application Deadline:
Please submit your application by **October 2, 2024**.
### Equal Opportunity Statement:
MYOB is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals, regardless of race, gender, disability, sexual orientation, nationality, or any other status.
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If you are passionate about client service and are seeking a part-time role that challenges you while allowing you to make a significant impact, we invite you to apply for the Client Service Manager position at MYOB.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
