**Job Title: Customer Care Manager** **Company: Western Union** **Location: Dunedin, Otago, NZ** **Job Type: Part-Time** **Seniority: Mid-to-Senior Level** **Years of Experience: 7+** **Application Deadline: ******** ** **About Western Union:** Western Union is a global leader in the money transfer and payment services industry, committed to connecting people and businesses through innovative financial solutions. We pride ourselves on our vibrant company culture, which is built on trust, respect, and a commitment to high ethical standards. **Position Overview:** We are seeking a dedicated and hardworking Customer Care Manager to join our team in Dunedin, Otago. This mid-to-senior level position is pivotal in ensuring that our customers receive unparalleled service and support during their interactions with Western Union. The Customer Care Manager will oversee customer support operations, drive improvements in customer satisfaction, and lead a high-performing team of customer service representatives. **Key Responsibilities:** 1. **Team Leadership:** - Manage, train, and mentor a team of customer service representatives to ensure they deliver exceptional service. - Monitor team performance, providing regular feedback and facilitating ongoing professional development. 2. **Customer Service Excellence:** - Develop and implement customer service protocols that align with the company's standards and improve overall customer experience. - Address and resolve customer inquiries and complaints in a professional and timely manner. 3. **Operational Management:** - Oversee day-to-day operations of the customer care department, ensuring efficiency and adherence to quality standards. - Analyze customer service metrics and report on team performance, identifying areas for improvement and implementing necessary changes. 4. **Strategic Planning:** - Plan and implement customer satisfaction initiatives based on research and feedback. - Collaborate with cross-functional teams to enhance product knowledge and service offerings for a better customer experience. 5. **Continuous Improvement:** - Conduct regular audits of customer service processes and recommend enhancements to streamline operations. - Stay updated on industry trends and best practices to maintain a competitive advantage. 6. **Compliance and Ethical Standards:** - Uphold the highest standards of ethical conduct and integrity in all interactions with customers and team members. - Ensure compliance with all company policies, procedures, and regulatory requirements. 7. **Remote Work Management:** - Utilize remote work tools and technologies to ensure seamless communication and productivity, creating a flexible work environment that supports team collaboration. **Qualifications:** - A minimum of 7 years of experience in customer service or a related field, with at least 3 years in a management role. - Strong leadership skills with a proven ability to motivate and develop a team. - Exceptional communication and interpersonal skills, capable of building rapport with customers and team members alike. - Proficient in planning and organizational skills, with a strong ability to prioritize tasks and manage time effectively. - Demonstrated experience in implementing customer service strategies and driving improvements in satisfaction metrics. - Knowledge of customer service software and tools is preferred. - A self-motivated, dedicated, and hardworking individual with a passion for serving customers. **Benefits:** - Free food to enhance your workplace experience. - Paid Time Off (PTO) for work-life balance and personal time. - Remote work flexibility to accommodate your lifestyle and needs. **Working Environment:** At Western Union, we are committed to upholding the highest standards of ethical conduct and integrity. Our team environment fosters collaboration and mutual respect among all employees, promoting a culture where everyone can thrive. **Equal Opportunity Statement:** Western Union is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status. --- If you are a seasoned professional ready to take on this multifaceted role and contribute to a team that values customer care excellence, we invite you to apply and join us at Western Union in making a difference!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
