**Job Title:** Online Account Support Manager
**Company:** Global Partners
**Location:** Tauranga, Bay Of Plenty, NZ
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
Global Partners is seeking an experienced and dynamic Online Account Support Manager to join our team. As a key player in ensuring customer satisfaction and enhancing our online service experience, you will act as a bridge between our clients and internal teams. This role requires a proactive individual who is resourceful and dedicated to providing exceptional support to our online customer base.
**Key Responsibilities:**
1. **Client Relationship Management:**
- Develop and nurture long-term relationships with clients to ensure excellent service delivery.
- Serve as the primary point of contact for client inquiries and issues, ensuring timely and effective communication.
- Conduct regular check-ins with clients to assess satisfaction and identify opportunities for improvement.
2. **Account Management:**
- Oversee a portfolio of online accounts, ensuring compliance with established standards and procedures.
- Monitor customer accounts for accuracy and performance, notifying stakeholders of significant issues.
- Generate and present detailed reports on account performance metrics to clients and senior management.
3. **Issue Resolution:**
- Proactively address and resolve client concerns and complaints by determining root causes and providing actionable solutions.
- Collaborate with cross-functional teams (e.g., sales, compliance, and technical support) to facilitate a seamless client experience.
4. **Service Optimization:**
- Identify opportunities for process improvements in account management and client support workflows.
- Implement best practices to enhance client service delivery and support efficiency.
5. **Training and Guidance:**
- Provide training and support to new team members regarding client handling and account management.
- Offer guidance to clients on product features and updates, ensuring they maximize the value of our services.
6. **Market Insight and Strategy:**
- Keep abreast of industry trends and competitive landscape to provide clients with relevant insights and opportunities.
- Contribute to the development of new service offerings based on client feedback and market needs.
7. **Negotiation and Decision-Making:**
- Engage in negotiations with clients regarding service agreements, pricing, and renewals, ensuring mutual benefit.
- Make informed decisions to improve service delivery while keeping the company's interests in mind.
**Requirements:**
- **Experience:**
- A minimum of 8 years of experience in account management, customer support, or a related field, preferably in a digital or online context.
- Proven track record of managing and growing customer accounts successfully.
- **Education:**
- Bachelor's degree in Business Administration, Marketing, Communications, or a related discipline is preferred.
- **Skills:**
- Excellent decision-making skills with the ability to analyze data and feedback to develop strategies.
- Strong negotiation skills to effectively manage client expectations and agreements.
- Exceptional verbal and written communication skills, with the ability to convey complex information simply and effectively.
- Proficiency in CRM software and Microsoft Office Suite.
- **Personality Traits:**
- Resourceful: Ability to think creatively and solve problems independently.
- Dedicated: A strong commitment to meeting client needs and delivering quality service.
- **Soft Skills:**
- Strong interpersonal skills to build rapport and maintain relationships with clients and colleagues alike.
- Ability to manage time effectively and work in a fast-paced environment while prioritizing tasks.
**Benefits:**
- Competitive compensation and Paid Time Off (PTO).
- Remote work flexibility, allowing for a desirable work-life balance.
- Company transportation to facilitate work-related travel.
**Working Environment:**
At Global Partners, we foster an environment that ignites creativity and inspires motivation. Our workplace culture encourages innovation, collaboration, and personal growth, with a focus on achieving excellence for both our clients and our team.
**How to Apply:**
Please submit your application and resume by the deadline of ********** **.
**Equal Opportunity Statement:**
Global Partners 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.