**Job Title**: Online Customer Service Manager
**Company**: Office Depot
**Location**: Hamilton, Waikato, NZ
**Job Type**: Full-Time
**Seniority Level**: Mid-to-Senior Level
**Years of Experience**: 7+
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**Job Description**:
Office Depot is seeking a motivated and experienced Online Customer Service Manager to lead and enhance our online customer service strategy, ensuring we deliver exceptional service to our customers in Hamilton, Waikato, and beyond. The ideal candidate will be an integral part of our team, driving operational excellence and fostering customer satisfaction in a high-energy workplace focused on delivering impactful results.
**Key Responsibilities**:
1. **Team Leadership**:
- Oversee the day-to-day operations of the online customer service team, ensuring a high standard of performance and motivation.
- Recruit, train, and mentor customer service representatives, promoting a culture of continuous learning and development.
2. **Customer Service Strategy**:
- Develop and implement effective online customer service strategies and policies to enhance the customer experience across all digital platforms.
- Analyze customer feedback and data to identify opportunities for service improvements and innovation.
3. **Performance Management**:
- Establish and monitor key performance indicators (KPIs) for the online customer service team.
- Conduct regular performance reviews, providing actionable feedback to team members to improve service levels.
4. **Problem Resolution**:
- Address complex customer queries and complaints efficiently, ensuring that solutions are provided in a timely and satisfactory manner.
- Foster a customer-first mindset within the team, encouraging proactive problem-solving and effective communication.
5. **Collaboration**:
- Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure a seamless customer journey from inquiry to resolution.
- Work closely with product and service teams to develop comprehensive knowledge and resources that support customer service efforts.
6. **Training and Development**:
- Identify training needs and coordinate professional development initiatives for the customer service team to enhance skills and product knowledge.
- Stay informed about industry trends and best practices, sharing insights with the team to foster growth and innovation.
7. **Reporting and Analysis**:
- Prepare regular reports on customer service performance, highlighting trends, challenges, and opportunities for growth.
- Utilize customer data analytics to inform decision-making and to improve customer engagement strategies.
8. **Technology Utilization**:
- Leverage customer relationship management (CRM) systems and other digital tools to streamline service operations and improve the customer experience.
- Stay updated on new technologies that can enhance online service delivery and assess their implementation.
**Requirements**:
- **Experience**:
- Minimum of 7 years of experience in customer service, with at least 3 years in a management or leadership role, preferably in an e-commerce environment.
- **Education**:
- Bachelor's degree in Business Administration, Communication, or a related field.
- **Skills**:
- Strong research and analytical skills, with the ability to develop creative solutions to complex problems.
- Excellent verbal and written communication skills, with a strong emphasis on building interpersonal relationships.
- Proven ability to adapt to changing environments and handle multiple priorities effectively.
- **Personality Traits**:
- Reliable and adaptable, demonstrating the ability to thrive in a fast-paced and dynamic environment.
- A proactive and resourceful mindset, with a passion for customer service excellence.
**Benefits**:
- Competitive retirement plan.
- Ongoing training and professional development opportunities.
- Complimentary food and beverages at the workplace.
**Working Environment**:
Join a high-energy workplace where success is achieved through collaborative effort and a commitment to impactful results. Our team is dedicated to fostering an engaging and supportive environment where every individual can thrive and contribute to our shared goals.
**How to Apply**:
Interested candidates should submit their applications by **October 29, 2024**. Please include a detailed resume and a cover letter outlining your relevant experience and passion for customer service.
**Equal Opportunity Statement**:
Office Depot is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all walks of life to apply and join our dynamic team.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.