**Job Title:** Customer Service Manager - Remote Work **Company:** Gentrack Group **Location:** Christchurch, Canterbury, NZ **Job Type:** Part-time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6+ --- **About Gentrack Group:** Gentrack Group is a leader in providing technology solutions that enable utility and airport operators to deliver exceptional service to their customers. We are seeking a passionate and dedicated Customer Service Manager to join our team in a part-time, remote capacity. **Job Summary:** As the Customer Service Manager, you will play a pivotal role in leading our customer service operations, ensuring that our team delivers outstanding support and satisfaction to our clients. You will develop and implement customer service strategies, oversee customer inquiry resolution, and contribute to enhancing overall customer experience. **Responsibilities:** - Lead, mentor, and manage a team of customer service representatives to ensure optimal performance and achievement of service goals. - Develop and execute customer service policies, procedures, and best practices aligned with organizational objectives. - Monitor team performance through regular feedback and coaching, identifying areas for improvement and providing necessary training. - Analyze customer feedback and service metrics to drive continuous improvements and enhance service quality. - Collaborate with cross-functional teams to effectively resolve customer issues and escalate matters as necessary. - Ensure that all customer interactions uphold the highest standards of ethical conduct and integrity. - Coordinate with product and service teams to address customer needs and ensure seamless communication between departments. - Manage scheduling, workload distribution, and priorities in a remote work environment, maintaining productivity and morale. - Act as a point of contact for escalated customer inquiries or complaints, facilitating resolutions that lead to customer satisfaction. - Report on customer service KPIs and present insights to senior management for strategic planning. - Stay updated with industry trends and emerging technologies to proactively enhance the customer service experience. **Requirements:** - Bachelor's degree in Business Administration, Communications, or a related field. - A minimum of 6 years of experience in customer service management or a related area, preferably in a remote work setting. - Proven experience in leading teams and driving performance excellence within a customer-focused environment. - Strong knowledge of customer service principles, practices, and industry standards. - Excellent verbal and written communication skills, with the ability to influence and engage diverse audiences. **Personality Traits:** - Reliable: A dependable individual who consistently meets commitments and deadlines. - Energetic: A dynamic personality who can inspire and motivate their team while maintaining a positive workplace culture. **Soft Skills:** - Cooperation: A collaborative approach to working with team members and departments to achieve common goals. - Critical Thinking: The ability to analyze problems, evaluate options, and provide effective solutions in complex situations. **Benefits:** - Joining Bonus: Competitive sign-on bonus for the right candidate. - Retirement Plan: Inclusive retirement savings options to secure your financial future. - Parental Leave: Supportive policies to assist employees during family growth. **Working Environment:** At Gentrack Group, we pride ourselves on upholding the highest standards of ethical conduct and integrity. We cultivate a collaborative, inclusive, and remote-friendly work environment where employees can thrive personally, and professionally. **Deadline to Apply:** Please submit your application by **October 26, 2024. ** **Equal Opportunity Statement:** Gentrack Group is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, disability, sexual orientation, and any other aspect of identity. All candidates will receive consideration for employment based solely on their qualifications.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.