**Job Title: Customer Service Manager - Remote Work**
**Company:** Figured
**Location:** Auckland, Auckland, NZ
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience Required:** 5
**Deadline to Apply:** ********
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**Company Overview:**
Figured is a forward-thinking company dedicated to providing innovative solutions in its industry. We thrive on collaboration, creativity, and passion, fostering a dynamic environment where every team member's contribution is valued. Our mission is to empower those we work with by providing exceptional customer service and support.
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**Position Summary:**
As a Customer Service Manager at Figured, you will play a critical role in enhancing customer satisfaction through managed team performance and direct engagement with our clients. This position is part-time and remote, allowing for flexible working arrangements while ensuring that our customers receive the highest level of service. You will be responsible for overseeing the customer service team, developing effective processes, and implementing best practices, all geared towards delivering remarkable customer experiences.
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**Key Responsibilities:**
1. **Team Leadership & Development:**
- Lead a remote team of customer service representatives, providing guidance, training, and support to ensure high performance and morale.
- Develop onboarding programs for new hires, ensuring a smooth integration into the team and company culture.
- Conduct regular performance evaluations and implement coaching strategies to enhance skills and areas of improvement.
2. **Customer Relationship Management:**
- Actively engage with customers, addressing their inquiries, concerns, and feedback in an empathetic and efficient manner.
- Foster strong relationships with clients to enhance loyalty and satisfaction, making proactive calls to understand customer needs and expectations.
- Analyze customer feedback and behavior to implement strategies for improvement.
3. **Process Optimization:**
- Review and refine customer service processes, policies, and procedures to enhance efficiency and effectiveness within the team.
- Implement new technology and tools where necessary to streamline operations and improve the overall customer experience.
4. **Reporting & Analysis:**
- Track and analyze key performance indicators (KPIs) related to customer service and team productivity.
- Develop reports to communicate progress and challenges to senior management, providing insights and recommendations for business growth.
5. **Collaboration & Strategy Development:**
- Work closely with cross-functional teams to ensure alignment of customer service initiatives with organizational goals.
- Participate in strategy discussions to develop customer service standards and ensure the company's values are reflected in customer interactions.
6. **Crisis Management:**
- Proactively identify potential issues and implement measures to mitigate risks to customer satisfaction and business performance.
- Act promptly to resolve escalated customer complaints, providing timely solutions that uphold the company's reputation.
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**Qualifications and Requirements:**
- A minimum of 5 years of experience in customer service management or a related field, preferably within a remote work setting.
- Proven track record of managing and motivating a customer service team to achieve high levels of performance and customer satisfaction.
- Strong critical thinking and problem-solving skills, with a focus on delivering results.
- Excellent communication and interpersonal skills, exhibiting a strong ability to work collaboratively with diverse teams.
- Driven and passionate about customer service, showcasing a proactive approach to developing relationships and improving processes.
- Ability to thrive in an energetic and rapidly evolving work setting, adapting quickly to changes as needed.
- Solid understanding of customer service tools and technologies, with the ability to identify and implement improvements.
- Familiarity with relevant industry standards and best practices in customer service.
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**Benefits:**
- Competitive retirement plan.
- Visa sponsorship availability to qualified candidates.
- Joining bonus for successful applicants.
- Opportunity for career growth within a dynamic company.
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**Equal Opportunity Statement:**
Figured 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, and we do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, disability, or any other protected characteristic.
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If you are a driven and passionate leader in customer service, ready to take on new challenges in a dynamic work environment, we invite you to apply for this exciting opportunity at Figured! Please submit your application by the deadline above. We look forward to hearing from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
