**Job Title: Customer Support Manager - Remote Work**
**Company: General Mills**
**Location: Tauranga, Bay Of Plenty, NZ**
**Job Type: Part-time**
**Seniority Level: Associate Level**
**Years of Experience: 5**
**Application Deadline: September 21, 2024**
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**About Us:**
At General Mills, we are committed to inspiring people to eat and live well. Our diverse portfolio of brands brings joy to countless consumers around the world, and we are dedicated to ensuring the highest quality in all aspects of our work, products, and services. Join us as we continue to grow and innovate in the food industry.
**Position Overview:**
We are seeking a highly motivated and dedicated Customer Support Manager to join our dynamic team. This part-time remote position is perfect for individuals with experience in customer support management, who are passionate about delivering exceptional service and maintaining high-quality standards. As the Customer Support Manager, you will play a pivotal role in leading our customer support team, ensuring customer satisfaction, and enhancing our brand's reputation.
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**Key Responsibilities:**
1. **Team Leadership:**
- Lead, train, and mentor a team of customer support agents to provide exemplary service.
- Set performance expectations and conduct regular performance evaluations.
- Foster a culture of teamwork, accountability, and continuous improvement within the team.
2. **Customer Experience Management:**
- Oversee and manage day-to-day customer support operations, ensuring timely and accurate responses to inquiries, complaints, and product-related questions.
- Develop and implement customer support policies and procedures that align with industry best practices.
- Continuously evaluate the customer service experience and develop strategies to enhance overall satisfaction.
3. **Issue Resolution:**
- Serve as the primary point of contact for escalated customer issues and complaints, ensuring a prompt and satisfactory resolution.
- Analyze customer feedback and data to identify trends, areas for improvement, or potential systemic issues.
4. **Collaboration:**
- Work closely with various internal departments, including product development, marketing, and sales, to relay customer feedback and enhance product offerings.
- Collaborate with the quality assurance team to maintain and improve product quality based on customer insights.
5. **Performance Metrics:**
- Establish and track key performance indicators (KPIs) for customer support operations.
- Prepare and present reports to senior management on team performance, customer satisfaction levels, and suggested improvements.
6. **Training & Development:**
- Design and implement training programs for new team members and ongoing development sessions for existing staff.
- Stay updated on industry trends and best practices in customer support to ensure the team remains effective and knowledgeable.
7. **Research & Development:**
- Conduct research to stay informed about competitors and market trends that may impact customer service.
- Leverage research findings to inform decision-making and strategic planning within the department.
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**Requirements:**
- **Experience:**
- Minimum of 5 years of experience in customer service or customer support roles, with at least 2 years in a management capacity.
- **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Technical Skills:**
- Proficient in customer support software and CRM systems (e.g., Zendesk, Salesforce).
- Strong capability with Microsoft Office Suite (Word, Excel, PowerPoint).
- **Personality Traits:**
- Highly motivated, persistent, and dedicated.
- Proactive and capable of working independently in a remote setting.
- **Soft Skills:**
- Excellent research skills with the ability to distill relevant information efficiently.
- Strong teamwork abilities, fostering collaboration and unity among team members.
- Outstanding written and verbal communication skills.
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**Benefits:**
- Profit sharing based on company performance.
- Reimbursement for travel and business-related expenses.
- Comprehensive dental insurance to support your health and well-being.
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**Working Environment:**
At General Mills, we prioritize quality in all aspects of our work, products, and services. We foster a collaborative and empowering remote work environment, encouraging our employees to take ownership of their roles and contribute to our shared success.
**Equal Opportunity Statement:**
General Mills 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.
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If you are passionate about customer support and are looking to make a significant impact in a renowned company, we invite you to apply by September 21, 2024. Join us in making a difference in the lives of our customers every day!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
