Full time Looking to join a company with a legacy of trust and a leading presence in the security industry?
Look no further!
With over a century of expertise, ADT Security is a name you can rely on.
As the largest electronic security company in Australasia, we safeguard over a hundred thousand residential homes, businesses, and commercial enterprises.
If you're passionate about security and want to be part of a team that makes a difference, we have an exciting opportunity for you.
Based in our Auckland Office, the Customer Success Manager will be responsible for setting the standards and providing excellent customer service 24/7 while also growing and developing their direct reports (team leaders) as well as operators.
Are you passionate about training, coaching, and helping your team to improve?
Are you an analytical thinker who can ask the right questions to investigate and solve problems?
Can you remain calm and display empathy when interacting with people in stressful situations, both over the phone and in person?
Are you interested in developing your skills as a leader?
Then you may be who we're looking for.
Our Customer Success team is responsible for providing 24/7 on-site support to our call center Operators who provide a diverse range of services to our customers.
Your responsibilities will include: Setting the KPIs and strategic direction for your team Coaching and mentoring 5-8 team leaders Assessing call quality through call observations and coaching Assisting Operators with their queries Investigating and resolving customer complaints in a professional and empathetic manner Forecasting staffing needs and finding cover as required Assisting with recruitment and training for new Operators Design, develop and implement improvements to the center Responding promptly to customer inquiries via phone and e-mail Managing all escalation priority issues Following up on customer interactions to ensure satisfaction As part of the leadership team, the Customer Success Manager role has been designed to provide multiple development opportunities for the successful candidate.
If you have experience with: Call center management Peer coaching or leadership Working adaptably, collaboratively, and effectively Strong written and verbal communication Using a variety of apps and technology What is in it for you?
Very competitive remuneration Opportunity to join an industry leader that is constantly expanding Free car park Become part of a supportive team environment #J-18808-Ljbffr