**Job Title: Online Customer Care Manager** **Company: SuperValu** **Location: Hamilton, Waikato, NZ** **Job Type: Part-Time** **Seniority: Mid-to-Senior Level** **Years of Experience: 6** --- ### **Job Description** SuperValu is seeking an Online Customer Care Manager to join our dynamic team in Hamilton, Waikato.
This part-time position is ideal for a resilient and independent professional who is passionate about delivering exceptional customer service.
The Online Customer Care Manager will play a key role in ensuring our online customers receive the highest level of support, contributing significantly to our commitment to understanding and exceeding customer expectations.
### **Key Responsibilities** 1.
**Customer Support Leadership** - Oversee the online customer care team in responding to customer inquiries via various platforms, including email, chat, and social media.
- Serve as the primary point of contact for escalated customer complaints, ensuring timely and effective resolution.
2.
**Strategy Development** - Develop and implement customer service strategies and best practices to enhance customer experience and streamline processes.
- Analyze customer feedback and data to identify areas for improvement in service delivery and product offerings.
3.
**Team Management** - Recruit, train, and mentor online customer care representatives; provide ongoing support and performance evaluations.
- Foster a positive work environment that encourages resilience and independence among team members.
4.
**Cross-Department Collaboration** - Collaborate with marketing, logistics, and product teams to ensure a cohesive approach to customer care and service delivery.
- Monitor and report on customer service metrics, providing insights to senior management on performance and customer satisfaction trends.
5.
**Tools and Technology Optimization** - Oversee the selection and implementation of customer service tools and technologies that improve efficiency and customer engagement.
- Ensure that the team is adequately trained on all systems and tools necessary to perform their responsibilities effectively.
6.
**Customer Outreach Initiatives** - Develop and execute proactive customer care initiatives aimed at improving customer retention and loyalty.
- Conduct regular training sessions for the team focusing on emotional intelligence and problem-solving skills.
### **Requirements** - **Experience**: A minimum of 6 years in customer service, with at least 3 years in a management role.
- **Education**: Bachelor's degree in Business Administration, Communications, or a related field (preferred).
- **Technical Skills**: Proficiency in CRM software and customer service platforms; familiarity with data analysis tools.
### **Personality Traits** - **Resilient**: Able to handle stress effectively and adapt to challenging situations with a positive mindset.
- **Independent**: Happy to work autonomously while being self-motivated and driven to achieve results.
### **Soft Skills** - **Problem-Solving**: Demonstrated ability to solve complex customer issues efficiently whilst adhering to company policies.
- **Emotional Intelligence**: Strong capability to understand and empathize with customer emotions, fostering trust and loyalty.
### **Benefits** - Visa sponsorship for eligible candidates.
- Company equipment provided for remote work.
- Vision insurance available to all employees.
### **Working Environment** At SuperValu, we are dedicated to understanding and exceeding customer expectations.
Our culture promotes empowerment, continuous learning, and teamwork, creating a supportive environment where every team member can thrive and make a significant impact.
### **Application Deadline** Please submit your application by ********** ** to be considered for this exciting opportunity.
### **Equal Opportunity Statement** SuperValu is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
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.
--- Join us at SuperValu, where your passion for customer service can make a difference!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.