Job Title: Customer Support Manager Company: Paccar Location: Wellington, Wellington, NZ Job Type: Part-Time Seniority: Mid-to-Senior Level Years of Experience: 7 --- Job Description Paccar is seeking a passionate and adaptable Customer Support Manager to lead our customer service team in Wellington.
This role requires a seasoned professional with a minimum of 7 years of experience in customer support or a related field, who thrives in a dynamic environment and is committed to delivering top-notch service.
As the Customer Support Manager, you will be responsible for overseeing the daily operations of our customer service department, driving improvements in customer satisfaction, and ensuring that our team meets service level agreements (SLAs).
You will also work collaboratively with other departments to enhance the customer experience, support product development, and resolve complex inquiries.
This part-time position allows for a flexible schedule while being integral to our team's success.
Key Responsibilities Team Leadership: - Lead, mentor, and develop a team of customer support representatives.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Foster an inclusive working environment that encourages growth, professional development, and collaboration.
Customer Interaction: - Serve as the escalation point for complex customer inquiries and complaints, ensuring timely and effective resolution.
- Develop and implement strategies to enhance customer interactions and improve overall satisfaction.
- Monitor customer feedback and analyze data to identify trends and areas for improvement.
Process Improvement: - Evaluate existing customer support processes and recommend enhancements to increase efficiency and effectiveness.
- Work with cross-functional teams to streamline workflows and improve customer touchpoints.
- Implement best practices in customer service and ensure compliance with company policies.
Reporting and Analysis: - Generate and analyze reports on customer support metrics, identifying opportunities for improvement.
- Use data-driven insights to advocate for changes and enhancements in products and services.
- Prepare and present reports to senior management on customer support performance and initiatives.
Training and Development: - Design and deliver training programs for new hires and ongoing training to ensure team members are equipped with the necessary skills.
- Stay updated on industry trends and customer service technology and methodologies, integrating them into team training programs.
Qualifications Education and Experience: - Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 7 years of experience in customer support or management, preferably in a leadership role.
Technical Skills: - Proficiency in customer support software and tools.
- Strong analytical skills with the ability to interpret data and make informed decisions.
Personality Traits: - Passionate about customer service and committed to delivering exceptional experiences.
- Adaptable and able to thrive in a fast-paced environment, embracing change and new challenges.
Soft Skills: - Excellent research and analytical abilities, with a knack for solving complex problems.
- Strong communication and interpersonal skills, with the ability to connect with diverse audiences.
Benefits Company transportation to and from work.
Paid Time Off (PTO) to support work-life balance.
Vision insurance to promote employee well-being.
Working Environment Paccar is dedicated to cultivating leaders who foster inclusivity and mentorship within the workplace.
We believe that a diverse team strengthens our ability to adapt and innovate, and we are committed to creating an environment where every individual can thrive.
Application Deadline Please submit your application by October 27, 2024 .
Equal Opportunity Statement Paccar 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.
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