**Job Title:** Customer Service Manager
**Company:** NCR
**Location:** Wellington, Wellington, NZ
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 5
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**Job Description:**
NCR is seeking a highly motivated and confident Customer Service Manager to join our team in Wellington, NZ. In this part-time role, you will be responsible for overseeing customer service operations, ensuring that our clients receive the highest quality of service. You will leverage your leadership skills and experience to manage a team of customer service representatives, drive continuous improvement, and foster a customer-centric culture within the organization.
**Key Responsibilities:**
1. **Team Management:**
- Lead and supervise a team of customer service representatives, ensuring effective performance and high-quality service delivery.
- Conduct regular performance evaluations, provide constructive feedback, and implement training programs to enhance team capabilities.
- Create a positive work environment that promotes cooperation and teamwork among team members.
2. **Customer Experience Enhancement:**
- Develop and implement customer service strategies and initiatives to improve overall customer satisfaction and loyalty.
- Monitor customer interactions and feedback to identify trends, areas for improvement, and opportunities for innovation.
- Respond to complex customer inquiries and complaints in a timely and professional manner, ensuring resolution and maintaining positive relationships.
3. **Operational Oversight:**
- Oversee daily customer service operations, ensuring adherence to company policies and procedures.
- Analyze customer service metrics and performance data to inform decision-making and operational improvements.
- Collaborate with other departments to align customer service efforts with broader company goals and objectives.
4. **Project Management:**
- Lead special projects aimed at improving customer service processes and technologies.
- Develop project plans, set timelines, allocate resources, and ensure successful execution of projects within budget.
- Facilitate cross-functional collaboration on projects involving customer service improvements.
5. **Training & Development:**
- Identify training needs and coordinate ongoing professional development programs for the customer service team.
- Foster a culture of continuous learning and open dialogue to enable team members to develop skills and advance their careers.
- Actively participate in training sessions, onboarding new staff, and mentoring junior team members.
**Requirements:**
- **Educational Background:** Bachelor's Degree in Business Administration, Communication, or a related field is preferred.
- **Experience:** Minimum of 5 years of experience in customer service management or a related role, with a demonstrated track record of leading teams and managing customer-facing operations.
- **Technical Skills:** Proficient in customer service software, CRM systems, and Microsoft Office Suite. Familiarity with data analysis and reporting tools is a plus.
- **Personality Traits:**
- Highly motivated with an entrepreneurial spirit.
- Confident in decision-making and problem-solving capabilities.
- **Soft Skills:**
- Strong cooperative and collaborative skills to work effectively in a team environment.
- Excellent project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Outstanding communication and interpersonal skills, capable of building relationships with clients and team members at all levels.
**Benefits:**
- Opportunity for training and professional development to enhance your skills and career progression.
- Travel opportunities within New Zealand and internationally as required.
- Flexibility to work remotely to support work-life balance.
**Working Environment:**
At NCR, we foster transparency and open dialogue to facilitate effective communication at all levels. We believe that a positive and inclusive work culture enhances our ability to serve our customers and grow as a company.
**Application Deadline:** October 4, 2024
**Equal Opportunity Statement:**
NCR 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 or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
