**Job Title: Customer Support Manager - Work from Home** **Company: Cardinal Health** **Location: Dunedin, Otago, NZ** **Job Type: Part-Time** **Seniority Level: Associate Level** **Years of Experience Required: 5 years** --- **About Us:** Cardinal Health is devoted to making the healthcare system more efficient and effective. As a global company, we prioritize innovative solutions and exceptional services that empower healthcare professionals, enhance lives, and improve patient care. We are seeking a passionate and adaptable Customer Support Manager to join our team as part of our commitment to providing unmatched support to our customers. --- **Job Summary:** As a Customer Support Manager at Cardinal Health, you will play a critical role in ensuring our customers receive outstanding support experiences. Your responsibilities will encompass overseeing the customer support team, managing day-to-day operations, developing strategies to improve performance, and implementing processes that foster a customer-centric culture. This role requires a blend of leadership, planning, and adaptability to efficiently address customers' needs while enhancing team dynamics in a remote environment. --- **Key Responsibilities:** 1. **Team Leadership:** - Manage and lead a team of customer support representatives, providing guidance, coaching, and performance feedback. - Conduct regular one-on-one meetings to foster employee engagement and identify development opportunities. 2. **Customer Experience Management:** - Ensure the delivery of high-quality support services by establishing and maintaining best practices in customer care. - Develop and implement customer service standards and measures of success to optimize client satisfaction and loyalty. 3. **Performance Monitoring and Reporting:** - Analyze customer support data and metrics to identify trends and implement strategies for improvement. - Prepare and present reports on team performance, customer feedback, and service improvement initiatives to upper management. 4. **Process Improvement:** - Collaborate with cross-functional teams to develop improvements in customer support processes and systems. - Identify and address barriers that impact team performance and customer satisfaction. 5. **Training and Development:** - Create training materials and conduct training sessions to enhance staff expertise and knowledge in customer support processes and systems. - Ensure all team members are well-versed in company policies, products, and services. 6. **Customer Relationship Management:** - Handle escalated customer inquiries and resolve issues promptly and effectively, ensuring a positive customer experience. - Build long-term relationships with key customers, understanding their needs and aligning them with Cardinal Health's products and services. 7. **Strategic Planning:** - Develop and implement strategic plans to enhance the customer support function, ensuring alignment with overall business goals. - Stay updated on industry trends and competitive landscape to ensure Cardinal Health remains a leader in customer service. --- **Requirements:** - **Experience:** - Minimum of 5 years of experience in customer support or a related field, with at least 2 years in a managerial role. - **Education:** - Bachelor's degree in Business, Communications, or a related discipline is preferred, though relevant experience will be considered. - **Skills:** - Strong leadership and team management skills with the ability to inspire and motivate others. - Excellent verbal and written communication skills, including interpersonal skills to interact effectively with diverse stakeholders. - Proficient in data analysis and reporting, with a focus on translating insights into actionable plans. - **Personality Traits:** - Passionate about delivering outstanding customer service and improving customer experiences. - Adaptable to changing environments, demonstrating flexibility and resilience when facing challenges. - **Soft Skills:** - Strong planning and organizational skills, with the ability to prioritize tasks and manage time effectively. - Excellent adaptability and problem-solving skills, with a proactive mindset to resolve issues swiftly. --- **Benefits:** - Relocation allowance to support candidates relocating to Dunedin, Otago - Free accommodation provided - Company-provided equipment to facilitate work-from-home arrangements --- **Working Environment:** At Cardinal Health, we empower our employees to take ownership while fostering a collaborative and supportive remote working environment. We encourage innovative ideas and impactful decisions, enabling every employee to contribute meaningfully to our mission of enhancing healthcare. --- **Application Deadline:** Please submit your application by **October 31, 2024**. **Equal Opportunity Statement:** Cardinal Health is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage qualified individuals from all walks of life to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.