**Job Title:** Customer Service Manager **Company:** HD Supply Holdings **Location:** Nelson, Nelson, NZ **Job Type:** Part-Time **Seniority:** Associate Level **Years of Experience Required:** 5 --- **Job Description:** HD Supply Holdings is seeking a dedicated and reliable Customer Service Manager to join our dynamic team in Nelson, New Zealand. In this part-time associate-level role, you will be instrumental in overseeing our customer service operations, ensuring that our clients receive exceptional service and support. This position offers a unique opportunity for an experienced professional to make a significant impact in a collaborative and supportive work environment. **Key Responsibilities:** - **Customer Support Oversight:** Manage daily customer service activities, ensuring a high level of service is provided to customers across all channels (phone, email, and in-person). - **Team Leadership:** Lead, train, and develop the customer service team to enhance performance and customer satisfaction, fostering a culture of continuous improvement. - **Performance Monitoring:** Track and analyze key performance indicators (KPIs) related to customer service, implementing strategies to improve operational efficiency and service quality. - **Conflict Resolution:** Act as a point of escalation for customer issues, employing effective persuasion and negotiation skills to resolve conflicts and maintain customer relationships. - **Process Improvement:** Identify areas for process improvement and implement changes to enhance service efficiency and effectiveness, while fostering a culture of openness and communication. - **Stakeholder Collaboration:** Work closely with other departments to address customer needs, feedback, and complaints, ensuring an integrated approach to customer service. - **Reporting:** Prepare and present regular reports on customer service operations, highlighting successes, trends, and areas for improvement to upper management. - **Customer Engagement Initiatives:** Drive initiatives aimed at enhancing customer engagement and loyalty, utilizing analytics and feedback to tailor services to customer preferences. - **Policy Development:** Assist in developing customer service policies and procedures to ensure consistency and compliance with company standards and regulations. **Requirements:** - **Experience:** Minimum of 5 years of customer service experience, with at least 2 years in a supervisory or management role. - **Education:** Bachelor's degree in business administration, management, or a related field is preferred. - **Personality Traits:** - **Dedicated:** A persistent commitment to excellence and a strong work ethic. - **Reliable:** Proven track record of consistency in performance and dependability in responsibilities. - **Soft Skills:** - **Persuasion:** Ability to influence others positively and drive actions or changes. - **Negotiation:** Strong negotiation skills to manage customer expectations and resolve inquiries efficiently. - **Technical Skills:** Proficiency in customer service software and CRM systems; familiarity with data analysis tools is a plus. - **Communication Skills:** Excellent verbal and written communication skills, with the ability to convey complicated information to a diverse audience. **Benefits:** - Competitive salary with profit-sharing opportunities to reward your contributions to the company's success. - Relocation allowance for qualifying candidates to facilitate a smooth transition to our Nelson location. - Reimbursement for travel and spending expenses related to business activities, promoting work-related development and engagement. **Working Environment:** At HD Supply Holdings, we foster transparency and open dialogue to facilitate effective communication at all levels. We believe a collaborative atmosphere enhances team performance and leads to better outcomes for our customers. **Deadline to Apply:** To be considered for this exciting opportunity, please submit your application by **September 19, 2024**. **Equal Opportunity Statement:** HD Supply Holdings 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, sex, national origin, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
