**Job Title:** Customer Service Manager - Work from Home **Company:** Serko Ltd **Location:** Auckland, Auckland, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6+ ### Job Description Serko Ltd is seeking a dedicated and passionate **Customer Service Manager** to join our dynamic team and help shape the future of our customer experience. In this part-time position, you will have the unique opportunity to work from the comfort of your own home while leading a talented team to provide top-notch service to our clients. We are looking for a highly motivated individual who can thrive in a high-energy workplace focused on delivering impactful results. If you're a creative leader with a passion for customer satisfaction, we want to hear from you! ### Key Responsibilities - **Leadership & Team Development:** - Recruit, hire, and train customer service representatives, ensuring a team that aligns with Serko Ltd's values. - Mentor and coach team members, fostering an environment of continuous improvement and professional development. - Conduct regular performance reviews and provide constructive feedback to enhance team performance and morale. - **Customer Experience Management:** - Oversee daily operations of the customer service department to ensure exceptional service delivery. - Develop and implement policies and procedures that promote excellence in customer service. - Analyze customer feedback and implement strategies to improve overall customer satisfaction. - **Strategic Planning & Reporting:** - Collaborate with cross-functional teams to align customer service goals with broader company objectives. - Track and report on key performance indicators (KPIs) to assess service performance, customer satisfaction, and team productivity. - Design and execute customer service initiatives that enhance user experience and loyalty. - **Conflict Resolution & Support:** - Handle escalated customer inquiries and issues, ensuring effective resolution while maintaining a positive company image. - Act as a liaison between customers and internal teams to resolve complex service issues. - Identify trends in customer complaints and proactively address them to improve overall service. - **Continuous Improvement & Innovation:** - Stay abreast of industry trends and best practices to ensure the customer service department remains competitive and innovative. - Encourage a culture of creativity among the team, promoting new ideas for enhancing customer interactions and internal processes. ### Requirements - **Experience:** - Minimum of 6 years of experience in customer service management or a related field. - Proven track record in leading and developing customer service teams. - **Education:** - Bachelor's degree in Business Administration, Communication, or a related field preferred. - **Skills & Traits:** - **Personality:** Must be passionate and energetic, with a strong drive to inspire those around you. - **Soft Skills:** - Exceptional leadership abilities with a proven capacity to motivate and engage teams. - Strong problem-solving skills and a creative mindset to innovate customer service processes and solutions. - Excellent written and verbal communication skills to effectively interact with customers and team members. - **Technical Requirements:** - Proficiency in customer service software, CRM systems, and Microsoft Office Suite. - Familiarity with remote communication tools (e.g., Zoom, Slack) to facilitate team collaboration. ### Benefits - **Visa Sponsorship:** Assistance available for the right candidate. - **Joining Bonus:** Competitive financial incentive to welcome you aboard. - **Free Accommodation:** Support provided for relocation purposes if applicable. ### Working Environment At Serko Ltd, we are committed to fostering an engaging, positive work culture where employees can thrive. As a **Customer Service Manager**, you will be part of a high-energy workplace dedicated to achieving success and delivering results that matter. ### Application Deadline Please submit your application by **September 28, 2024**. ### Equal Opportunity Statement Serko Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified individuals to apply, regardless of race, ethnicity, gender identity, sexual orientation, age, or disability status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
