**Job Title:** Customer Care Manager **Company:** Peter Kiewit Sons' **Location:** Hamilton, Waikato, NZ **Job Type:** Part-time **Seniority Level:** Associate Level **Years of Experience Required:** 5 --- ### Job Description: Peter Kiewit Sons' is seeking a dynamic and dedicated Customer Care Manager to join our team in Hamilton, Waikato. This part-time position is ideal for individuals who possess a strong customer service background and are eager to enhance the client experience within our company. As a key member of our customer care team, you will be responsible for overseeing customer service operations, ensuring high-quality support, and fostering a culture of excellence in service delivery. ### Responsibilities: 1. **Customer Relationship Management:** - Develop and maintain strong relationships with clients, ensuring their needs are understood and effectively addressed. - Serve as a primary point of contact for customer inquiries, concerns, and feedback, striving for swift resolution to uphold customer satisfaction. 2. **Team Leadership:** - Lead and motivate the customer care team by providing guidance, support, and professional development opportunities to team members. - Conduct regular team meetings to review performance metrics, discuss challenges, and share best practices. 3. **Operational Oversight:** - Monitor day-to-day customer service operations, ensuring compliance with company policies and procedures. - Analyze customer service data and operational reports to identify trends and areas for improvement. 4. **Problem Solving:** - Exercise analytical skills to assess complex customer issues and develop effective solutions. - Collaborate with other departments (e.g., sales, marketing, and logistics) to streamline processes and enhance the overall customer experience. 5. **Training and Development:** - Facilitate training programs for new and existing team members, ensuring they are equipped with the necessary skills and knowledge. - Develop and implement customer service training materials that promote service excellence and align with company values. 6. **Reporting and Compliance:** - Generate weekly and monthly reports on customer feedback, service levels, and team performance. - Ensure compliance with environmental responsibility and sustainable practices in customer care operations. ### Requirements: - **Experience:** - A minimum of 5 years of experience in customer service, with at least 2 years in a managerial role or team lead position. - **Education:** - Bachelor's degree in Business Administration, Communications, or a related field is preferred but not required. - **Personality Traits:** - Adaptable: Ability to thrive in a fast-paced environment and adjust strategies as needed. - Resourceful: Skilled at leveraging available resources to solve problems and implement solutions effectively. - **Soft Skills:** - Strong analytical skills to dissect information and make informed decisions. - Excellent people management skills, with the ability to motivate and coach team members. - **Technical Skills:** - Proficiency in customer relationship management (CRM) software and Microsoft Office Suite. - Familiarity with data analytics tools is a plus. ### Benefits: - Employee discounts on various products and services. - Flexible remote work options to help maintain a healthy work-life balance. - Opportunities for travel as part of your professional development and company engagement. ### Working Environment: At Peter Kiewit Sons', we are committed to environmental responsibility and sustainable practices. Our culture emphasizes inclusivity, collaboration, and innovation, creating an engaging and vibrant workplace for all employees. ### Application Deadline: Please submit your resume and cover letter by September 20, 2024. We look forward to hearing from you! --- **Equal Opportunity Statement:** Peter Kiewit Sons' 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 and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
