Job Title: Online Customer Service ManagerCompany: ChorusLocation: Wellington, Wellington, NZJob Type: Part-TimeSeniority: Mid-to-Senior LevelYears of Experience: 6---Job Summary:Chorus is seeking a dynamic and resourceful Online Customer Service Manager to oversee our online customer support operations. In this pivotal role, you will lead a dedicated team to enhance the customer experience through effective management, innovative solutions, and exceptional service. Your passion for customer care and proven leadership capabilities will be instrumental in shaping our customer service strategy and ensuring it aligns with Chorus's commitment to providing outstanding support to our clients.---Key Responsibilities:Team Leadership and Management:- Recruit, train, and mentor a high-performing team of customer service representatives.- Foster a collaborative and supportive work environment that promotes team engagement and individual growth.- Set performance metrics and conduct regular evaluations to ensure the team meets and exceeds service expectations.Customer Service Strategy Development:- Analyze customer feedback and service performance data to identify areas for improvement and implement best practices.- Develop and maintain policies and procedures that ensure consistent and high-quality customer service.- Stay up-to-date with industry trends and competitor strategies to innovate and adapt the company's online service offerings.Customer Interaction Oversight:- Directly manage customer interactions via online platforms, ensuring prompt and effective resolution of issues.- Establish robust communication channels for customer inquiries and feedback, ensuring that responses are timely and accurate.- Oversee the development and maintenance of online FAQs and help resources, ensuring they are user-friendly and informative.Cross-Department Collaboration:- Work closely with product development and marketing teams to relay customer insights and advocate for customer needs.- Assist in the development of training materials and protocols to keep the team updated on product changes and promotions.Reporting and Analysis:- Prepare detailed reports for upper management on customer service metrics, challenges, and proposed solutions.- Utilize customer service software and analytics tools to track team performance and customer satisfaction trends.---Requirements:Experience and Education:- A minimum of 6 years of experience in an online customer service environment, preferably in a managerial capacity.- Bachelor's degree in Business Administration, Communications, or a related field is preferred.Personality Traits:- Resourceful: Able to identify and implement creative solutions to challenges faced by the team and customers.- Passionate: Demonstrates a genuine love for helping customers and improving service delivery.Soft Skills:- Leadership: Proven ability to inspire, guide, and motivate a team towards achieving collective goals.- People Management: Strong interpersonal skills to manage employee performance and foster a positive team culture.Technical Abilities:- Proficient in using customer service software, CRM platforms, and other relevant digital tools.- Familiarity with social media and online communication strategies.---Benefits:- Disability insurance- Visa sponsorship- Vision insurance- Opportunities for professional development and career advancement---Working Environment:At Chorus, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value innovative ideas and proactive approaches, ensuring our work environment is dynamic and inclusive.---Application Deadline:Please submit your application by October 25, 2024.Equal Opportunity Statement:Chorus 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, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status.---We look forward to welcoming a passionate leader who shares our commitment to exceptional online customer service!How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.
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