**Job Title: Customer Support Manager - Remote Work**
**Company: Quintiles Transnational Holdings**
**Location: Tauranga, Bay of Plenty, NZ**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6**
**Deadline to Apply: ******** **
### Job Description
Quintiles Transnational Holdings is seeking a dedicated and resourceful Customer Support Manager to join our dynamic team remotely. As a mid-to-senior level professional, you will play a critical role in leading our customer support operations and ensuring our clients receive the highest level of service. You will manage a team of customer support representatives, optimize processes, and collaborate across departments to enhance the customer experience. This part-time role is ideal for someone who thrives in a vibrant work environment and is committed to fostering a positive team atmosphere.
### Responsibilities
- **Team Leadership and Development**:
- Manage and mentor a team of customer support representatives, providing guidance and training to improve performance.
- Conduct regular performance assessments and one-on-one meetings to set goals, recognize achievements, and address areas of development.
- Empower team members to take ownership of their roles and encourage a culture of accountability and excellence.
- **Customer Interaction**:
- Oversee the handling of customer inquiries, complaints, and support requests while ensuring timely and effective responses.
- Develop and implement customer support standards and protocols to guarantee consistent service delivery.
- Analyze customer feedback to identify pain points and implement solutions that enhance the overall customer experience.
- **Process Improvement**:
- Evaluate and refine customer support processes and workflows to maximize efficiency and effectiveness.
- Collaborate with cross-functional teams to align support operations with business objectives and customer needs.
- Utilize data analytics to measure key performance indicators (KPIs) and implement changes to improve service quality.
- **Training and Development**:
- Design and deliver training programs for new and existing team members to enhance their skills and knowledge.
- Identify resource needs and recommend tools that can aid in the support process, ensuring that representatives are equipped to succeed.
- **Reporting and Analysis**:
- Prepare regular reports for senior management on customer support metrics, team performance, and areas for improvement.
- Use these insights to inform decision-making and strategic planning for customer support initiatives.
- **Customer-Centric Culture**:
- Foster a joyful and vibrant work environment that encourages cooperation and teamwork.
- Promote a customer-first mindset in the team and model exceptional customer service behaviors.
### Requirements
- **Education and Experience**:
- Bachelor's degree in Business Administration, Communication, or a related field.
- A minimum of 6 years of experience in customer support, with at least 2 years in a managerial role.
- **Technical Skills**:
- Proficiency in customer support software and CRM systems (e.g., Zendesk, Salesforce).
- Strong understanding of key metrics and performance indicators related to customer service.
- **Personality Traits**:
- Dedicated: A commitment to exceeding customer expectations and continuously improving service delivery.
- Resourceful: Ability to navigate challenges effectively and develop innovative solutions to problems.
- **Soft Skills**:
- Problem Solving: Strong analytical thinking skills with the ability to troubleshoot and resolve complex customer issues.
- Cooperation: A collaborative mindset that promotes teamwork, mutual support, and constructive dialogue within the team and across the organization.
### Benefits
- Comprehensive dental insurance to support employee health and well-being.
- Opportunities for training and professional development to further your career.
- Visa sponsorship available for qualified candidates seeking to work in New Zealand.
### Working Environment
At Quintiles, we believe that a vibrant and joyful work environment empowers our team to perform at their best. Join us and be a part of a culture that champions positivity, collaboration, and creativity!
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**Equal Opportunity Statement**:
Quintiles Transnational Holdings 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, experiences, and perspectives. We believe that diverse teams are stronger teams, and that a variety of viewpoints leads to innovative solutions that benefit our clients and our community.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
