Integrated Control Technology (ICT) automates numerous iconic smart buildings worldwide, thanks to our comprehensive range of IoT solutions. Our mission is to make accessing, securing, and automating effortless, whether it's a sprawling corporate headquarters or a residential apartment complex. We deliver fully integrated end-to-end solutions, including access control, intruder detection and automation products as well as cloud-based management software. As an established market player with a devoted customer base, we're rapidly expanding and enhancing our product suite to meet the growing demand for smart buildings.We are looking for a passionate and inspiring leader to step into the role of Customer Service Manager at ICT's global headquarters right here in Rosedale on the North Shore.How you'll make an impact:As the Customer Service Manager, you will be responsible for leading up our Customer Service and Dispatch teams. You will be tasked with driving engagement throughout the team, supporting a high performance culture, and ensuring the delivery of world class experiences for our customers.What the role involves:Lead and mentor a team of talented CSR's.Monitor, manage, and streamline the customer lifecycle – ensuring excellent level of customer service is maintained at all stages.Build staff engagement across the team, ensuring all members understand their purpose and feel connected with the common goals and vision.Analyze customer feedback to identify and deliver process improvements, driving value to the customer along with initiating process improvements, streamlining workflows.Weekly dashboard reporting to CCO.You'll be a great fit if you:Have 3 years or more in a similar role with demonstrated leadership experience and ability.Possess prior business operations experience and a people and customer focused mindset.Have expertise in Salesforce, SAP (ideally) along with Microsoft Office.Can bring a successful track record of previous people management.Are a confident decision maker with high attention to detail, along with an analytical nature.Have domain experience ideally in security/access control or manufacturing.Have the ability to work under pressure and to tight deadlines maintaining a high level of motivation.Hold a Bachelors' degree or higher qualification.ICT offers a unique, friendly and professional team environment with personal growth and career development on offer for the right person. Our diligent teams are committed and hard-working, but we like to ensure we have fun too. We have an active Social Club with regular extra-curricular events, and offer many benefits including subsidised gym memberships, onsite yoga, fruit boxes (twice weekly) and onsite massages once per month.Only applicants with the right to work permanently in New Zealand will be considered for this position.Successful applicants will be asked to consent to police / criminal record checks. #J-18808-Ljbffr
