**Job Title:** Customer Service Manager - Work from Home **Company:** Fletcher Building **Location:** Christchurch, Canterbury, NZ **Job Type:** Part-Time **Seniority:** Associate Level **Years of Experience:** 5 --- ### Job Overview: Fletcher Building is seeking a highly motivated and dedicated **Customer Service Manager** to join our team. This part-time, work-from-home position will require a dynamic professional who can effectively manage our customer service operations, ensuring that client inquiries are addressed promptly and efficiently. The ideal candidate will possess both technical expertise and strong interpersonal skills, enabling them to navigate complex customer interactions and contribute to our commitment to excellence in service delivery. ### Key Responsibilities: - **Team Leadership:** Lead, mentor, and develop a small team of customer service representatives, fostering a collaborative work environment and setting performance standards. - **Customer Care:** Handle escalated customer inquiries and complaints, utilizing strong negotiation and problem-solving skills to achieve satisfactory resolutions. - **Workflow Management:** Oversee daily operations of the customer service department, ensuring efficient workflow and adherence to service level agreements (SLAs). - **Performance Analysis:** Collect and analyze customer feedback, performance metrics, and service trends to identify areas for improvement and implement effective strategies. - **Training and Development:** Design and deliver training programs to enhance the skills of customer service representatives and ensure knowledge of products, services, and policies. - **Policy Enforcement:** Establish and enforce customer service policies and procedures to maintain high standards of service quality. - **Stakeholder Collaboration:** Work closely with other departments, including sales, marketing, and logistics, to facilitate effective communication and address customer needs. - **Reporting:** Prepare and present regular reports on customer service performance, trends, and areas of concern to senior management. - **Customer Relationship Management:** Develop and maintain positive relationships with key customers, ensuring their needs are met and any issues addressed swiftly. - **Technology Utilization:** Leverage customer service tools and software to improve efficiency and enhance customer satisfaction. ### Requirements: - **Experience:** Minimum of 5 years in a customer service role, with at least 2 years in a supervisory or management position. - **Education:** Bachelor's degree in Business Administration, Communications, or related field preferred. - **Personality Traits:** Highly motivated and dedicated to achieving excellence in service delivery. - **Soft Skills:** Strong analytical skills to assess performance data and customer feedback; excellent negotiation skills to resolve issues amicably. - **Technical Skills:** Proficient in customer service software, CRM platforms, and Microsoft Office Suite; experience in remote work tools is preferred. - **Communication:** Exceptional verbal and written communication skills, with the ability to articulate ideas clearly and effectively. - **Problem-Solving:** Ability to think critically and develop innovative solutions to improve customer experiences. - **Time Management:** Excellent organizational skills with the ability to manage multiple tasks and meet deadlines in a remote work setting. ### Benefits: - **Visa Sponsorship:** Eligible candidates will receive visa sponsorship to work in New Zealand. - **Relocation Allowance:** A relocation allowance will be provided for out-of-region hires. - **Disability Insurance:** Comprehensive disability insurance coverage to ensure financial security in the event of unforeseen circumstances. ### Working Environment: Fletcher Building prides itself on recognizing and rewarding performance and merit. We aim to create a supportive and inclusive culture where employees feel valued and motivated to contribute to the team's success. ### Application Deadline: Interested candidates should apply by **September 24, 2024**. --- **Equal Opportunity Statement:** Fletcher Building is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, ethnicity, gender, sexual orientation, disability, or any other status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
