**Job Title: Online Customer Care Manager**
**Company: Viacom**
**Location: Dunedin, Otago, NZ**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 5**
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### Job Description
Viacom is seeking a passionate and dedicated **Online Customer Care Manager** to join our vibrant team in Dunedin, Otago, NZ. As we strive to enhance our customer experience, this role will be pivotal in providing exceptional online support to our diverse customer base. This is a part-time position suited for someone with rich experience in customer care and a genuine interest in fostering positive customer relationships.
### Key Responsibilities
- **Customer Engagement:** Interact with customers via emails, social media, and chat platforms to provide timely and effective support. Address inquiries, troubleshoot issues, and resolve complaints with empathy and professionalism.
- **Customer Experience Improvement:** Analyze customer feedback and usage data to identify areas for improvement in our online service offerings. Develop and implement strategies to enhance the customer experience.
- **Trend Analysis:** Monitor and report on customer service trends and patterns. Use analytical skills to assess data and propose adjustments to processes that will improve response times and customer satisfaction rates.
- **Communication and Education:** Create clear and informative content for FAQs, online help guides, and customer newsletters. Educate customers on product features and functionalities to empower self-service and reduce dependency on support channels.
- **Collaboration:** Work closely with cross-functional teams, including marketing, product development, and IT, to ensure customer needs are met comprehensively. Participate in weekly meetings to discuss updates and align on upcoming projects.
- **Mentoring and Leadership:** Provide guidance and support to new team members, fostering a collaborative and friendly work environment. Share best practices and encourage a culture of continuous learning within the team.
- **Feedback Loop:** Collect and relay customer insights to relevant teams, ensuring that customer feedback informs product development and service improvements.
### Requirements
- **Experience:** Minimum of 5 years in customer care, preferably with experience in online support channels.
- **Education:** Bachelor's degree in a relevant field is preferred.
- **Personality Traits:**
- **Passionate:** A strong enthusiasm for customer service and a deep commitment to customer satisfaction.
- **Dedicated:** Willing to go above and beyond to ensure positive outcomes for customers.
- **Soft Skills:**
- **Analytical Skills:** Proficiency in analyzing data and translating insights into actionable recommendations.
- **Persuasion Skills:** Ability to influence customer decisions positively and diplomatically address complaints.
- **Technical Skills:** Familiarity with customer support platforms (e.g., Zendesk, Freshdesk) and social media management tools. Basic knowledge of data analysis tools is a plus.
### Benefits
- **Joining Bonus:** Receive a competitive joining bonus upon successful onboarding.
- **Retirement Plan:** Take advantage of a comprehensive retirement plan to support your long-term financial goals.
- **Disability Insurance:** Coverage to ensure peace of mind in case of unforeseen circumstances impacting your work capacity.
### Working Environment
At Viacom, we believe that a vibrant atmosphere enhances creativity and productivity. As part of our team, you will inject a sense of joy and vibrancy into the work environment. We encourage a supportive culture where ideas are shared freely, and team members thrive in a collaborative setting.
### Application Deadline
To be considered for this exciting opportunity, please submit your application by **October 4, 2024**.
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Viacom 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, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
