**Job Title: Customer Care Manager - Work from Home** **Company: Serko Ltd** **Location: Hamilton, Waikato, NZ** **Job Type: Part-Time** **Seniority: Mid-to-Senior Level** **Years of Experience: 8+** **About Serko Ltd:** At Serko, we are committed to enhancing the business travel experience through innovative technology solutions.
We take pride in our forward-thinking approach and strive to provide exceptional customer service.
As we continue to expand our reach, we are looking for a talented Customer Care Manager to join our dedicated team.
**Job Summary:** As the Customer Care Manager, you will play a critical role in managing our customer support operations, ensuring that our clientele receives timely and effective communication and assistance.
This part-time, work-from-home position requires a proactive, energetic, and reliable individual who possesses strong decision-making skills and meticulous attention to detail.
**Key Responsibilities:** - Lead and inspire a remote customer care team, providing them with guidance, mentoring, and support to achieve high levels of performance and job satisfaction.
- Develop and implement customer service policies and procedures to streamline operations and enhance customer satisfaction.
- Monitor customer interactions and feedback to identify areas for improvement and implement corrective actions where needed.
- Analyze customer service metrics and KPIs, preparing regular reports for senior management to track progress and strategize enhancements.
- Act as the main point of contact for escalated customer issues, ensuring effective resolution in a timely manner.
- Collaborate with cross-functional teams, including Sales, Product Development, and Marketing, to improve the customer journey post-sales.
- Conduct regular training sessions for customer service representatives to enhance their skill sets and improve service delivery.
- Stay up to date with industry trends and best practices in customer service, incorporating innovative techniques into the team's skill set.
- Foster a customer-centric culture within the organization, ensuring that customer relationships are built on trust and satisfaction.
- Provide on-call support as needed during peak periods or in response to escalations.
**Requirements:** - Minimum of 8 years of experience in customer service management or a related field.
- Proven track record in developing and executing customer service strategies that significantly enhance the customer experience.
- Strong analytical skills with a focus on metrics and data-driven decision-making.
- Excellent communication and interpersonal skills, exhibiting empathy and active listening.
- High level of reliability and the ability to thrive in a work-from-home environment with minimal supervision.
- Demonstrated ability to manage multiple projects concurrently while maintaining attention to detail.
- Proficiency in customer support software and tools, with a willingness to learn new technologies as needed.
- Energetic and enthusiastic personality with a passion for helping customers and driving team performance.
- Strong decision-making skills with the capacity to act tactfully and effectively in high-pressure situations.
**Benefits:** - Training and professional development opportunities to enhance your skill set and career progression.
- Paid sick leave to support your well-being.
- Paid overtime to ensure your efforts are recognized.
**Working Environment:** At Serko Ltd, we believe in recognizing and rewarding employees based on performance and merit.
You will work in a collaborative and supportive atmosphere that values your contributions and encourages personal and professional growth.
**Application Deadline:** Please submit your application by September 29, 2024.
**Equal Opportunity Statement:** Serko Ltd 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.
