**Job Title: Customer Care Manager** **Company: Seaboard** **Location: Auckland, Auckland, NZ** **Job Type: Part-Time** **Seniority: Associate Level** **Years of Experience: 5** --- **Job Description** Seaboard is seeking a highly motivated and reliable Customer Care Manager to join our team in Auckland.
As a critical member of our customer service department, you will oversee the daily operations of our customer care team, ensuring that we provide exceptional service to our valued customers.
This part-time position comes with an opportunity to develop your leadership skills while fostering a collaborative team environment.
### **Key Responsibilities:** - **Team Leadership:** - Lead a team of customer care representatives by providing guidance, support, and coaching to enhance their performance and career development.
- Foster a collaborative and positive team culture that prioritizes customer satisfaction and employee engagement.
- **Customer Interaction:** - Engage directly with customers to resolve issues, answer inquiries, and gather feedback to help improve our services.
- Manage escalated customer complaints and inquiries with empathy and professionalism, ensuring timely and effective resolutions.
- **Performance Management:** - Set performance metrics and KPIs for the customer care team to ensure compliance with company standards.
- Monitor team performance, conducting regular reviews and providing constructive feedback to promote continuous improvement.
- **Operational Excellence:** - Oversee the daily operations of the customer care department, ensuring workflow efficiency and effective use of resources.
- Develop and implement customer care policies and procedures, maintaining compliance with industry standards and best practices.
- **Training & Development:** - Coordinate and conduct training sessions for new hires and existing staff to enhance service delivery and product knowledge.
- Identify individual and team training needs and develop resources to meet those needs.
- **Cross-Departmental Collaboration:** - Collaborate with other departments, such as sales, marketing, and product development, to align customer service strategies with overall business objectives.
- Report on customer feedback and trends to senior management to inform strategic planning and product development.
- **Process Improvement:** - Analyze customer service metrics and identify opportunities for process improvements.
- Implement innovative practices that enhance operational efficiencies and customer satisfaction.
### **Requirements:** - **Education and Experience:** - Bachelor's degree in business administration or a related field preferred.
- Minimum of 5 years of experience in customer care or related areas, with at least 2 years in a leadership role.
- **Technical Skills:** - Proficient with customer relationship management (CRM) systems and other relevant software.
- Strong analytical skills, with the ability to interpret data and generate actionable insights.
- **Personal Traits:** - Highly motivated and reliable, with a strong sense of ownership over your responsibilities.
- A proactive problem-solver who demonstrates adaptability in high-pressure situations.
- **Soft Skills:** - Excellent communication skills, both written and verbal.
- Proven ability to work effectively in a team environment while demonstrating leadership capabilities.
### **Benefits:** - Paid sick leave to support your health and well-being.
- Free food as part of our commitment to creating a supportive work environment.
- A joining bonus to welcome you to the Seaboard family.
### **Working Environment:** At Seaboard, we cultivate a sense of ownership and responsibility at every level.
We believe in empowering our employees and fostering an environment where your ideas and suggestions are valued.
### **Application Deadline:** Please submit your application by September 19, 2024.
--- **Equal Opportunity Statement:** Seaboard is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applications from people of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
