**Job Title:** Client Service Manager - Work from Home **Company:** Norfolk Southern **Location:** Nelson, Nelson, NZ **Job Type:** Part-Time **Seniority Level:** Mid-to-Senior Level **Years of Experience:** 8+ **Overview:** Norfolk Southern is seeking a dedicated and proactive Client Service Manager to join our team on a part-time basis. This position allows you to work remotely while still being an integral part of our mission to exceed customer expectations and deliver outstanding service. The ideal candidate will have extensive experience in client service management combined with a passion for nurturing client relationships and enhancing the overall client experience. **Responsibilities:** - **Client Relationship Management:** Build and maintain strong relationships with clients, acting as a trusted advisor to address their needs and concerns effectively. - **Problem-Solving:** Identify, analyze, and resolve client issues promptly and to the client's satisfaction while ensuring all policies and procedures are followed. - **Performance Tracking:** Monitor client satisfaction through regular surveys and feedback mechanisms, utilizing data to drive continuous improvement initiatives. - **Team Collaboration:** Collaborate with cross-functional teams including sales, product development, and marketing to enhance service delivery and client satisfaction. - **Resource Management:** Effectively manage resources to ensure all client requests are fulfilled in a timely and efficient manner. - **Training and Development:** Mentor and train junior team members on best practices in client services, emotional intelligence, and effective communication. - **Reporting:** Provide regular reports on client service operations, presenting insights and recommendations to senior management to align service offerings with client expectations. - **Process Improvement:** Continuously evaluate client service processes and suggest improvements to streamline operations and enhance service delivery. - **Emotional Intelligence:** Demonstrate high levels of emotional intelligence while managing client interactions, ensuring a personalized and empathetic experience. - **Creativity in Solutions:** Employ creativity to develop innovative solutions to client challenges and proactively address potential issues before they arise. **Requirements:** - **Experience & Education:** Minimum of 8 years in client service management or related roles with a proven track record of exceeding client expectations. A bachelor's degree in Business Administration, Communications, or a related field is preferred. - **Resourcefulness:** Ability to think critically and creatively to solve problems and enhance services. - **Reliability:** Must be dependable and consistent in delivering work of high quality within deadlines. - **Soft Skills:** - **Emotional Intelligence:** Strong ability to empathize and understand client emotions to build rapport and trust. - **Creativity:** Open-minded and innovative approach in addressing client needs and developing service solutions. - **Technical Proficiency:** Familiarity with CRM systems and client management software; comfortable using various communication tools (e.g., Zoom, Slack, email). - **Availability:** Flexible part-time availability to accommodate client needs and ensure timely service delivery. **Benefits:** - Visa sponsorship for eligible candidates. - Paid sick leave to support your health and well-being. - Retirement plan to help you save for the future. - Comprehensive training and development opportunities to support career growth. **Working Environment:** At Norfolk Southern, we prioritize a workplace culture that focuses on exceeding customer expectations and delivering delight. You will be part of a supportive and dynamic team dedicated to providing exceptional client service. **Application Deadline:** Please submit your application by **September 24, 2024**. **Equal Opportunity Statement:** Norfolk Southern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
