**Job Title:** Online Customer Care Manager
**Company:** Dana Holding
**Location:** Nelson, Nelson, NZ
**Job Type:** Part-time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 7
### Job Description:
Dana Holding, a leader in innovative solutions for the mobility marketplace, is seeking an experienced and dedicated Online Customer Care Manager to join our dynamic team. This part-time role is pivotal in ensuring exceptional customer service is delivered through online channels while managing customer inquiries, concerns, and feedback effectively. The successful candidate will possess a strong background in customer service management, exhibit resilience and independence, and have the ability to analyze data and negotiate effectively for customer satisfaction.
### Key Responsibilities:
- **Customer Care Management:**
Oversee the online customer service department, including managing a team of customer service representatives. Ensure that customer inquiries are handled swiftly and professionally across various online platforms.
- **Customer Interaction:**
Respond to customer queries and complaints via email, live chat, and social media channels. Use strong problem-solving skills to address customer issues and ensure satisfaction.
- **Service Quality Assurance:**
Monitor the quality of customer interactions to ensure high standards are met. Conduct regular reviews of customer service processes and make improvements to enhance customer satisfaction.
- **Data Analysis and Reporting:**
Analyze customer feedback, service metrics, and trends to identify areas for improvement. Prepare reports to present to management regarding customer service performance and recommendations for strategy improvements.
- **Conflict Resolution and Negotiation:**
Handle escalated customer issues and complaints, utilizing proficient negotiation skills to reach satisfactory resolutions for both the customers and the company.
- **Training and Development:**
Design and implement training programs for new customer service representatives to ensure efficient handling of online inquiries. Provide ongoing professional development opportunities for existing team members.
- **Collaboration with Other Departments:**
Work closely with the marketing, sales, and product development teams to ensure alignment in customer care strategies and address any product-related queries from customers.
- **Policy Development:**
Contribute to the development and implementation of online customer service policies and procedures to enhance the overall customer experience.
- **Performance Management:**
Set performance metrics for customer service representatives, monitor progress, and conduct performance reviews.
### Requirements:
- **Education:**
Bachelor's degree in Business, Communications, or a related field preferred.
- **Experience:**
Minimum of 7 years in customer service or customer care management, with a specific focus on online platforms.
- **Skills:**
- Strong analytical skills to interpret customer data and trends.
- Proficient negotiation skills to effectively resolve conflicts and grievances.
- Excellent verbal and written communication skills to interact with customers and team members effectively.
- Familiarity with customer relationship management (CRM) software and online customer service tools.
- **Personality Traits:**
- Resilient: Able to handle challenging situations with a positive attitude and bounce back from setbacks.
- Independent: Capable of working autonomously while also being a team player, able to prioritize work and meet deadlines.
### Benefits:
- **Remote Work Flexibility:** Work from the comfort of your own home while enjoying a healthy work-life balance.
- **Training & Professional Development:** Opportunities for ongoing professional education and training to enhance your skills.
- **Parental Leave:** Generous parental leave policies to support work-life balance during important life events.
### Working Environment:
At Dana Holding, we prioritize quality in all aspects of our work, products, and services. Our team thrives on collaboration, innovation, and a commitment to excellence. We seek individuals who share our values and are motivated by continuous improvement.
### Application Deadline:
Please apply by October 4, 2024.
### Equal Opportunity Statement:
Dana Holding is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, experiences, and perspectives.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
