**Job Title:** Online Customer Service Manager
**Company:** StretchSense
**Location:** Wellington, Wellington, NZ
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 5
### Job Description:
StretchSense is seeking a motivated and hardworking Online Customer Service Manager to join our dynamic team based in Wellington. As an integral part of our customer experience division, you will play a crucial role in ensuring customer satisfaction and delight while maintaining our commitment to providing top-notch support for our innovative products. This part-time position offers flexibility while allowing you to make a significant impact in our customer service operations.
### Key Responsibilities:
1. **Customer Interaction Management:**
- Respond promptly and effectively to customer inquiries via email, chat, and social media platforms.
- Maintain a professional and empathetic demeanor while engaging with customers.
- Resolve issues and complaints efficiently to enhance customer satisfaction.
2. **Team Leadership:**
- Coordinate with a small team of customer service representatives, facilitating training and development to ensure high-quality performance.
- Create and implement best practices and standard operating procedures to streamline customer service processes.
3. **Performance Monitoring and Reporting:**
- Track and analyze customer service metrics, such as response times, resolution rates, and customer feedback.
- Prepare regular reports on performance, challenges, and suggestions for improvements to the management team.
- Utilize customer feedback to inform product development and service enhancements.
4. **Project Management:**
- Manage customer service-related projects from conception to completion, leading initiatives to improve the customer experience.
- Collaborate with other departments, including marketing and sales, to drive cohesive strategies that support overall business objectives.
5. **Research and Development:**
- Conduct market research to understand customer needs and preferences.
- Stay updated on industry trends and best practices in online customer service.
6. **Customer Education:**
- Develop and maintain an extensive knowledge base that assists customers in troubleshooting common issues.
- Create and guide users through educational content and resources, enhancing their understanding of our products.
7. **Technology Utilization:**
- Leverage customer service software tools to enhance communication efficiency and service quality.
- Keep abreast of new technologies and tools that can improve customer service capabilities.
### Requirements:
- **Education and Experience:**
- Bachelor's degree in Business Administration, Communication, or a related field preferred.
- Minimum of 5 years of experience in customer service management or a similar role, with a focus on online channels.
- **Skills and Competencies:**
- Proven project management skills with a track record of managing multiple tasks effectively.
- Strong research capabilities to analyze customer needs, market conditions, and service efficiencies.
- Exceptional problem-solving skills and the ability to think critically under pressure.
- **Personality Traits:**
- Highly motivated and hardworking individual, passionate about delivering unparalleled customer satisfaction.
- Strong ability to foster a positive team environment and drive collaborative success.
- **Soft Skills:**
- Excellent communication skills, both written and verbal.
- A proactive approach to customer service, combined with a willingness to go above and beyond to delight customers.
### Benefits:
- Disability insurance coverage for protection and peace of mind.
- Employee discounts on StretchSense products for you and your family.
- Vision insurance to support your eye health and well-being.
### Working Environment:
At StretchSense, we focus on exceeding customer expectations and delivering delight. Our caring and collaborative work culture encourages innovative thinking and ensures that our employees feel valued and empowered. Join us in a vibrant and supportive environment where your contributions make a difference!
### Application Deadline:
Please submit your application by **September 29, 2024**.
### Equal Opportunity Statement:
StretchSense 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 and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
