Job Title: Customer Service Manager - Remote Work Company: LKQ Location: Christchurch, Canterbury, NZ Job Type: Part-Time Seniority: Mid-to-Senior Level Years of Experience: 6 --- Job Overview: LKQ is seeking a confident and driven Customer Service Manager to join our dedicated team remotely. This part-time position is crucial to maintaining and enhancing our exceptional customer service standards. The ideal candidate has a strong analytical mindset, excellent decision-making skills, and a passion for creating a joyful and vibrant work environment that resonates with our core values. --- Key Responsibilities: Team Leadership: Lead, mentor, and develop a team of customer service representatives, ensuring peak performance and employee satisfaction. Foster a collaborative and positive culture that encourages innovation and teamwork. Customer Relationship Management: Manage high-level customer interactions, addressing escalated issues and ensuring satisfactory resolutions. Build and maintain strong relationships with key stakeholders, gathering feedback and insights to inform service improvements. Performance Management: Monitor and analyze key performance metrics, setting clear targets and goals for the team. Prepare and distribute regular performance reports, providing actionable insights for continuous improvement. Quality Assurance: Develop and implement quality assurance processes to ensure consistent delivery of outstanding customer service. Regularly conduct reviews of customer service interactions to maintain high standards of quality and consistency. Training and Development: Identify skill development needs and implement training programs that enhance staff capabilities. Stay abreast of industry trends and best practices and integrate them into training and development strategies. Process Improvement: Analyze existing customer service processes, recommending and implementing improvements to drive efficiency and customer satisfaction. Collaborate with other departments to streamline operations and enhance the customer experience. Reporting and Analysis: Collect, analyze, and report on customer service data, identifying trends and suggesting improvements based on findings. Use analysis to guide decision-making processes, ensuring informed strategies and actions. --- Requirements: Experience: Minimum of 6 years of experience in a customer service management role, with a proven track record of success. Experience in remote team management is highly desirable. Education: Bachelor's degree in Business Administration or a related field is preferred but not required with relevant experience. Personality Traits: Exceptional confidence and the ability to make impactful decisions in high-pressure situations. A driven individual who possesses a passion for customer service and a continuous improvement mindset. Soft Skills: Strong analytical skills, with the ability to assess data and make informed decisions. Excellent decision-making skills, demonstrating sound judgment in customer interactions and team management. Exceptional communication abilities, both written and verbal, with a knack for building relationships and influencing others. Technical Skills: Proficiency in CRM software and Microsoft Office Suite, with the capacity to quickly learn new technology solutions. Familiarity with data analysis tools and reporting metrics. --- Benefits: Relocation allowance for eligible candidates. Generous parental leave policy to support growing families. Travel and spending expenses reimbursed for business-related activities. --- Working Environment: At LKQ, we believe in fostering a vibrant and joyful work environment. Our remote culture encourages a sense of community and collaboration among team members while valuing each individual's contributions. --- Application Deadline: Please submit your application by October 31, 2024 . --- Equal Opportunity Statement: LKQ 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 their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job. #J-18808-Ljbffr