Job Title: Customer Support ManagerCompany: BB&T Corp.Location: Christchurch, Canterbury, NZJob Type: Part-TimeSeniority: Mid-to-Senior LevelYears of Experience: 6Job Description:BB&T Corp. is seeking a dynamic, dedicated, and experienced Customer Support Manager to lead our customer service team in Christchurch. This part-time position is ideal for a motivated and resourceful professional with a proven track record in customer support management. The successful candidate will play a crucial role in enhancing customer satisfaction, developing team capabilities, and fostering a customer-centric culture across our organization.Key Responsibilities:Team Leadership:Provide leadership and direction to the customer support team to ensure high-quality service delivery.Mentor and coach team members, providing ongoing feedback, support, and performance evaluations.Customer Satisfaction:Develop and implement customer service strategies that enhance customer satisfaction and retention.Analyze customer feedback and service metrics to identify trends and areas for improvement.Process Improvement:Streamline customer service processes and introduce best practices to enhance efficiency and effectiveness.Collaborate with cross-functional teams to resolve complex customer issues and ensure unified problem-solving.Training and Development:Design and deliver training programs that equip team members with the skills and knowledge necessary for effective customer support.Foster a culture of continuous learning and improvement within the team.Policy Development:Establish and enforce customer service policies and procedures that align with company objectives.Ensure that staff are knowledgeable and compliant with company policies and industry regulations.Performance Metrics:Monitor and report on key performance indicators (KPIs) relative to customer service, ensuring team alignment with organizational goals.Implement data-driven strategies to enhance service outcomes.Scheduling and Planning:Create and manage staff schedules to ensure adequate coverage and support for business needs.Coordinate with management in capacity planning and resource allocation.Conflict Resolution:Handle escalated customer complaints or issues with professionalism and tact, negotiating resolutions that meet business and customer needs.Requirements:Education: Bachelor's degree in Business Administration, Communications, or related field preferred.Experience: Minimum of 6 years of experience in customer service, with at least 2 years in a supervisory or managerial role.Technical Skills: Proficient in customer relationship management (CRM) software, data analysis tools, and Microsoft Office Suite.Personality Traits:Motivated: A self-starter who takes initiative to drive results and improve processes.Resourceful: Able to find creative solutions to complex problems, particularly in high-pressure situations.Soft Skills:Planning: Excellent organizational skills to manage multiple priorities and meet deadlines.Negotiation: Strong negotiation skills to effectively resolve customer disputes and align interests for mutual benefit.Benefits:Competitive employee discounts.Gym membership to support your health and well-being.Life insurance coverage for peace of mind.Working Environment:At BB&T Corp., we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value innovative thinking, collaboration, and a proactive approach to problem-solving.Application Deadline:Please submit your application by September 28, 2024.Equal Opportunity Statement:BB&T Corp. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.
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