**Job Title:** Customer Service Manager - Work from Home **Company:** Praxair **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority Level:** Mid-to-Senior Level **Years of Experience Required:** 7 ### Job Description: Praxair is seeking a dedicated and experienced Customer Service Manager to join our team in a part-time capacity. In this work-from-home role, you will lead and oversee the customer service department, ensuring exceptional service delivery that fosters customer satisfaction and loyalty. ### Key Responsibilities: - **Leadership & Team Management:** - Lead, mentor, and develop a dynamic customer service team. - Foster a culture of excellence in customer service and continuous improvement across the department. - Manage team performance metrics, conducting regular performance evaluations and implementing training as necessary. - **Customer Interaction & Support:** - Serve as an escalation point for complex customer queries and issues, resolving them promptly and effectively. - Collaborate with cross-functional teams to address customer concerns and enhance service delivery. - Develop and monitor key performance indicators (KPIs) for the customer service function, reporting findings to senior management. - **Process Improvement:** - Identify opportunities to streamline processes and enhance the overall customer experience. - Implement customer feedback mechanisms to promote service refinement. - Stay current with industry trends and best practices, recommending changes as appropriate. - **Training & Development:** - Design and implement training programs for new and existing team members, ensuring a high level of product knowledge and service excellence. - Develop training materials that reflect the changing needs of the business and customer expectations. - **Communication:** - Maintain clear and effective communication with customers, team members, and other stakeholders. - Prepare and deliver regular reports on customer service performance, challenges, and improvement plans to senior management. - **Technical Proficiency:** - Utilize customer relationship management (CRM) software to track interactions, performance metrics, and customer data. - Ensure the team is adept at using various software tools for customer service and communication purposes. ### Requirements: - **Experience:** - Minimum of 7 years of progressive experience in customer service, with at least 3 years in a supervisory or management role. - **Personality Traits:** - Driven: Demonstrates ambition and a strong desire to achieve excellence in customer service. - Resilient: Maintains a positive attitude and adaptability in the face of challenges and difficulties. - **Soft Skills:** - Adaptability: Adjusts effectively to changing workflow, priorities, and unexpected challenges. - Time Management: Effectively prioritizes tasks and manages time to meet deadlines efficiently. - **Technical Skills:** - Proficient in CRM software and data analysis tools. - Comfortable with technology and remote working tools. ### Benefits: - Free accommodation provided by the company. - Company transportation support for necessary travel. - Ongoing training and professional development opportunities to enhance skills and career growth. ### Working Environment: Join a company that pioneers change and sets industry benchmarks. At Praxair, you will be part of a collaborative and innovative team that values proactive problem-solving and a commitment to exceptional customer experiences. ### Application Deadline: Please submit your application by **October 5, 2024**. ### Equal Opportunity Statement: Praxair is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
