**Job Title:** Customer Service Manager - Remote Work **Company:** Guardian Life Ins.
Co. of America **Location:** Nelson, Nelson, NZ **Job Type:** Part-Time **Seniority Level:** Mid-to-Senior Level **Years of Experience:** 7+ --- ### **Job Description:** Guardian Life Ins.
Co. of America is seeking a highly motivated and driven Customer Service Manager to join our dynamic team in a remote capacity.
The ideal candidate will be responsible for leading our customer service team, ensuring high-quality service standards, and fostering a customer-centric culture across the organization.
This part-time role offers the flexibility of remote work while providing an opportunity to make a significant impact on our service operations.
### **Key Responsibilities:** 1.
**Team Leadership and Management:** - Supervise and mentor a team of customer service representatives.
- Develop performance metrics and KPIs to monitor and enhance team performance.
- Conduct regular coaching sessions, performance reviews, and training to ensure team members' growth and development.
2.
**Customer Experience Enhancement:** - Analyze customer feedback and service data to identify areas for improvement and implement actionable strategies.
- Foster a customer-centric culture among the team, encouraging proactive interaction with customers to enhance their experience.
3.
**Operational Excellence:** - Develop and implement standard operating procedures (SOPs) and best practices to optimize service delivery.
- Collaborate with cross-functional teams to streamline processes and improve service turn-around times.
4.
**Data Analysis and Reporting:** - Track and analyze key performance indicators related to customer satisfaction, resolution times, and service efficiency.
- Prepare and present reports to senior management on team performance and customer insights.
5.
**Conflict Resolution:** - Handle escalated customer complaints efficiently and effectively, ensuring a satisfactory resolution while maintaining company policies.
- Use critical thinking to address issues creatively and develop innovative solutions to recurring customer challenges.
6.
**Training and Development:** - Design and implement effective onboarding programs for new customer service staff.
- Stay updated on industry trends, tools, and technologies that can improve customer service operations.
7.
**Communication and Collaboration:** - Foster transparency and open dialogue within the team to promote effective communication at all levels.
- Collaborate with sales and marketing teams to align customer service initiatives with business objectives.
### **Requirements:** **Educational Background:** - Bachelor's degree in Business Administration, Communications, or a related field.
Relevant experience may substitute for formal education.
**Experience:** - A minimum of 7 years in customer service management or related roles, with proven leadership and team management experience.
- Demonstrated ability to drive performance improvement in a customer service environment.
**Skills and Competencies:** - **Soft Skills:** - Exceptional critical thinking and problem-solving skills to manage complex service issues.
- Strong creativity to innovate and improve customer service offerings.
- **Technical Skills:** - Proficient in using customer relationship management (CRM) software and ticketing systems.
- Comfortable with data analysis tools and reporting mechanisms.
- **Personality Traits:** - A motivated and driven individual with a passion for customer service excellence.
- Strong interpersonal skills with the ability to build rapport and foster a positive team environment.
### **Additional Information:** - **Benefits:** - Relocation allowance for successful candidates moving to Nelson, NZ.
- Joining bonus for new hires upon completion of the probation period.
- Free accommodation provided for the duration of employment.
**Working Environment:** At Guardian Life Ins.
Co. of America, we foster transparency and open dialogue for effective communication at all levels.
Our remote work environment is designed to support a collaborative and supportive team culture.
**Application Deadline:** ******** **Equal Opportunity Statement:** Guardian Life Ins.
Co. of America 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, gender identity, national origin, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
