Full time Add expected salary to your profile for insights 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 an 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 teamCoaching and mentoring 5-8 team leadersAssessing call quality through call observations and coachingAssisting Operators with their queriesInvestigating and resolving customer complaints in a professional and empathetic mannerForecasting staffing needs and finding cover as requiredAssisting with recruitment and training for new OperatorsDesign, develop and implement improvements to the centerResponds promptly to customer inquiries via phone and e-mailManage all escalation priority issues Follow up on customer interactions to ensure satisfactionAs 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 managementPeer coaching or leadershipWorking adaptably, collaboratively and effectivelyStrong written and verbal communicationUsing a variety of apps and technologyWhat is in it for you?Very competitive remunerationOpportunity to join an industry leader that is constantly expandingFree car parkBecome part of a supportive team environment Your application will include the following questions: Which of the following statements best describes your right to work in New Zealand? How many years' experience do you have as a Customer Success Manager? Do you have customer service experience? What's your expected annual base salary? To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory. What can I earn as a Customer Success Manager
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