**Job Title: Online Client Support Manager** **Company: Parker-Hannifin** **Location: Dunedin, Otago, NZ** **Job Type: Part-Time** **Seniority: Mid-to-Senior Level** **Years of Experience: 6** **Application Deadline: October 31, 2024** --- ### Job Description Parker-Hannifin, a global leader in motion and control technologies, is seeking an experienced and driven Online Client Support Manager to join our dynamic team in Dunedin, Otago.
This part-time role is critical for managing and enhancing client relationships through exceptional online support services.
You will be instrumental in ensuring that our clients receive the best possible support while aligning closely with our business objectives.
--- ### Key Responsibilities 1.
**Client Relationship Management:** - Build and maintain strong relationships with clients through effective communication and engagement strategies.
- Assess client needs and tailor support experiences to exceed expectations, fostering client loyalty and satisfaction.
- Collaborate with sales and marketing teams to transition new clients smoothly and understand their unique requirements.
2.
**Team Leadership & Development:** - Lead a small team of support specialists, providing coaching, feedback, and professional development opportunities.
- Cultivate a positive and collaborative team environment where team members feel valued, motivated, and empowered to contribute ideas.
- Set performance goals and conduct regular reviews to assess team and individual performance against KPIs.
3.
**Support Operations Management:** - Develop and implement online support protocols and best practices to ensure efficient service delivery.
- Monitor support requests and performance metrics, identifying trends that require intervention or adjustments.
- Maintain a thorough understanding of our product offerings to provide accurate information and troubleshooting assistance to clients.
4.
**Issue Resolution:** - Oversee the resolution of complex client inquiries and technical issues, ensuring timely and effective responses.
- Collaborate with technical teams to escalate issues when necessary and follow up to ensure resolution to the client's satisfaction.
5.
**Process Improvement:** - Analyze support processes and workflows to identify areas for improvement, recommending changes to enhance efficiency and client satisfaction.
- Utilize customer feedback to drive product and service enhancements, ensuring that our offerings meet client needs and market trends.
6.
**Reporting & Analytics:** - Prepare reports on client support metrics and performance, presenting insights to senior management to inform strategy and decision-making.
- Stay current with industry trends and competitive landscape, leveraging findings to inform support improvements.
--- ### Requirements **Experience:** - Minimum of 6 years of experience in client support or customer service management, preferably within a technical environment.
- Proven experience leading teams with a track record of improving performance and client satisfaction.
**Skills:** - Exceptional communication skills, with the ability to articulate complex information clearly and effectively to diverse audiences.
- Strong people management abilities, fostering a supportive and growth-focused team culture.
- Proficiency in customer relationship management (CRM) software and support ticketing systems.
**Personality Traits:** - Highly motivated and passionate about delivering outstanding support and driving client success.
- A solution-oriented mindset with a proactive approach to problem-solving.
**Soft Skills:** - Excellent listening and interpersonal skills, fostering a strong rapport with clients and colleagues.
- Ability to work collaboratively across departments to achieve organizational goals.
--- ### Benefits - Comprehensive training and professional development opportunities to enhance your skills and career growth.
- Flexible remote working arrangements to support a healthy work-life balance.
- Relocation allowance to assist with transition if necessary.
--- ### Working Environment At Parker-Hannifin, we encourage curiosity and questioning as key drivers of innovation and growth.
Our inclusive workplace supports ideas and creative solutions, making it a great environment for those eager to learn and contribute.
--- ### Equal Opportunity Statement Parker-Hannifin is committed to creating a diverse environment and is proud to be an equal opportunity employer.
We welcome applications from all qualified candidates regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.
--- If you are a motivated professional with a passion for client support and looking to make a difference in a leading global company, we invite you to apply for the Online Client Support Manager position at Parker-Hannifin by the application deadline of October 31, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.