Unleashed Software – Dunedin, South IslandJob Title: Online Client Service ManagerCompany: Unleashed SoftwareLocation: Dunedin, Otago, NZJob Type: Part-timeSeniority: Mid-to-Senior LevelYears of Experience: 7+---Job Description:At Unleashed Software, we are committed to providing exceptional online client services to our diverse clientele.
We are on the lookout for a passionate and experienced Online Client Service Manager who will play a pivotal role in enhancing our client experience.
The successful candidate will possess not only the technical proficiency expected at this senior level but also the resilience and energy to thrive in a dynamic, fast-paced environment.
This is an excellent opportunity for a dedicated professional who is eager to drive change and improve client engagement.Key Responsibilities:Client Relationship Management: Develop and maintain strong relationships with clients through proactive communication and effective onboarding processes.
Conduct regular check-ins with clients to assess satisfaction and identify areas for improvement.Team Leadership: Mentor and support junior client service representatives by sharing best practices and fostering a collaborative working atmosphere.
Facilitate training sessions to enhance team skills in customer service and product knowledge.Issue Resolution: Act as the point of contact for escalated client issues, utilizing critical thinking skills to analyze problems and devise effective solutions.
Ensure timely resolution of client inquiries via various communication channels (email, chat, video calls).Quality Assurance: Monitor client service interactions, analyzing trends and client feedback to drive service excellence.
Develop and implement metrics to evaluate team performance and effectiveness of client engagement strategies.Continuous Improvement: Stay updated on industry trends and product knowledge to offer insights that enhance client support.
Collaborate with other departments (Sales, Product Development, Marketing) to align service delivery with overall company goals and client expectations.Client Education: Create and deliver engaging content, webinars, and resources to educate clients about product features and best practices.
Help clients leverage software capabilities to maximize their investment in Unleashed Software.Reporting and Analysis: Prepare regular reports on service performance, client satisfaction, and team productivity.
Analyze data to inform strategy and identify opportunities for enhancement in client service processes.Requirements:Experience: Minimum of 7 years in client service or account management, preferably in a SaaS environment.
Demonstrated experience in handling complex client relationships and leading a team.Education: A bachelor's degree in Business Administration, Communications, or a related field is preferred.Technical Skills: Proficient with CRM software and other relevant technologies.
Strong understanding of online communication tools and platforms.Personality Traits: Resilient: Ability to remain composed and effective under pressure and during challenging situations.
Energetic: A proactive individual who brings enthusiasm to the team and fosters a positive environment.Soft Skills: Critical Thinking: Capable of analyzing situations to make informed decisions that benefit clients and the company.
Research Skills: Ability to conduct thorough analyses and provide data-driven recommendations.Benefits:Paid Sick LeavePaid Time Off (PTO)Free Accommodation during business-related travelsAt Unleashed Software, we flourish in a culture that embraces change and responds resiliently.
We are dedicated to fostering an inclusive workspace where innovation and adaptability drive our success.Application Deadline: October 19, 2024Equal Opportunity Statement:Unleashed Software is an equal-opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applications from candidates of all backgrounds, and we do not discriminate based on race, color, religion, gender, sexual orientation, age, disability, or any other status protected by applicable law.If you are passionate about client service and eager to make a difference with a dynamic team, we would love to hear from you!
Please submit your resume and cover letter detailing your relevant experience and motivation for applying.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.
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