**Job Title:** Customer Care Manager - Work from Home **Company:** UGI **Location:** Christchurch, Canterbury, NZ **Job Type:** Part-time **Seniority:** Associate Level **Years of Experience:** 5 **Job Description:** UGI is seeking a passionate and driven Customer Care Manager to join our dynamic team on a part-time basis.
This position is designed for individuals who thrive in a technology-driven environment and are committed to delivering exceptional customer service.
As the Customer Care Manager, you will oversee our customer care operations, ensuring that our clients receive the highest level of support and satisfaction.
**Key Responsibilities:** 1.
**Customer Service Optimization:** - Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
- Monitor and evaluate customer care workflows; adapt processes for efficiency and customer engagement.
- Set performance benchmarks and metrics to track the effectiveness of customer service initiatives.
2.
**Team Leadership:** - Lead, motivate, and mentor a team of customer care representatives, fostering a positive and inclusive work atmosphere.
- Conduct regular training sessions to ensure all team members are knowledgeable about UGI's services, products, and protocols.
- Conduct performance reviews and provide constructive feedback to team members for professional development.
3.
**Customer Interaction:** - Handle escalated customer inquiries and complaints with professionalism and care, ensuring satisfactory resolutions.
- Analyze customer feedback and product issues to identify trends and recommend improvements to management.
- Develop strong relationships with customers, ensuring their needs are met and exceeded.
4.
**Technology and Innovation:** - Leverage customer service technology and tools to improve operational efficiency and customer experience.
- Collaborate with IT and product development teams to identify enhancements and updates that will impact customer service positively.
- Stay updated on industry trends and technology, integrating innovative solutions into customer support operations.
5.
**Reporting and Analysis:** - Prepare and present regular reports on customer service metrics, team performance, and feedback trends to senior management.
- Utilize data analytics to drive decision-making, enhance service quality, and improve overall customer experience.
- Ensure compliance with company policies and regulations in all customer interactions and practices.
**Requirements:** - Minimum of 5 years of experience in customer service, with at least 2 years in a management or supervisory role.
- Proven track record of developing and leading effective customer service strategies.
- Strong critical thinking skills to analyze situations and implement effective solutions.
- Passionate and driven personality, demonstrating commitment to customer satisfaction and team development.
- Excellent leadership and mentoring abilities, with a focus on team empowerment and professional growth.
- Exceptional communication and interpersonal skills; adept at building relationships with customers and team members.
- Experience using customer relationship management (CRM) software and other relevant technology tools.
**Benefits:** - Parental leave - Employee discounts on UGI products and services - Company-provided equipment to facilitate remote work **Working Environment:** Join us in a forward-thinking environment where technology is harnessed to drive innovation and efficiency.
We value creativity and proactivity in our approach to addressing customer needs and enhancing operational processes.
**Application Deadline:** October 5, 2024 **Equal Opportunity Statement:** UGI is an equal opportunity employer committed to creating a diverse and inclusive workplace.
We welcome applicants from all backgrounds and do not discriminate on the basis of race, gender, age, sexual orientation, disability, or any other protected status.
If you are passionate about customer service and possess the relevant qualifications, we encourage you to apply!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
