**Job Title: Online Customer Support Manager**
**Company: Ashland**
**Location: Tauranga, Bay Of Plenty, NZ**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 8**
**Application Deadline: ******** **
**About Ashland:**
At Ashland, we're committed to providing innovative solutions that enhance the lives of our customers. Our team is dedicated, passionate, and collaborative in a fast-paced environment that values excellence. We invite you to join our dynamic team at our Tauranga office, where your expertise and leadership can make a significant impact.
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### Job Overview:
The Online Customer Support Manager will play a pivotal role in ensuring that our customer service team delivers exceptional online support to our clients. This part-time position requires a detail-oriented leader with extensive experience in online customer support, a solid understanding of online communication platforms, and strong management skills. The successful candidate will manage day-to-day operations, optimize customer interaction processes, and maintain high standards of service.
### Key Responsibilities:
- **Team Leadership:** Lead, mentor, and coach a team of customer support representatives to deliver effective solutions and superior customer service.
- **Strategy Development:** Develop and implement online customer support strategies that enhance overall customer satisfaction and operational efficiency.
- **Performance Management:** Monitor and evaluate team performance through KPIs, metrics, and analytics; conduct regular performance reviews and implement improvement plans as necessary.
- **Customer Interaction:** Respond to complex customer inquiries and issues, ensuring timely and effective resolution while maintaining customer relationships.
- **Process Improvement:** Identify areas for improvement in support processes and workflows; collaborate with cross-functional teams to optimize service delivery.
- **Training and Development:** Design and deliver training programs to enhance the skills and knowledge of the customer support team, ensuring they remain informed about products, services, and customer engagement techniques.
- **Reporting:** Prepare comprehensive reports highlighting team performance, customer feedback, and areas of opportunity for executive review.
- **Communication:** Maintain open lines of communication with other departments to support cohesive service delivery and customer experiences.
- **Technology Utilization:** Utilize customer service software and tools to streamline support processes and track customer interactions; stay informed about industry best practices and technological advancements.
- **Customer Feedback Management:** Develop mechanisms to collect and analyze customer feedback; use insights to improve services and customer experience proactively.
- **Policy Adherence:** Ensure compliance with company policies, procedures, and regulatory requirements related to customer service operations.
### Requirements:
- **Experience:** Minimum of 8 years of experience in customer support management, with at least 3 years of experience in an online or digital customer service environment.
- **Education:** Bachelor's degree in business administration, communications, or a related field preferred.
- **Personality Traits:** Hardworking, confident, and able to work effectively in a fast-paced setting.
- **Soft Skills:**
- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly.
- Strong presentation skills to effectively communicate with various stakeholders.
- **Technical Proficiency:** Familiarity with customer service software (e.g., Zendesk, Freshdesk), CRM systems, and online communication platforms (e.g., chat, email, social media).
- **Analytical Skills:** Strong analytical mindset to interpret data and generate actionable insights for team improvement.
- **Crisis Management:** Capability to handle escalated customer issues tactfully and efficiently.
### Benefits:
- **Relocation Allowance:** Support for those who may need to relocate to Tauranga for the position.
- **Training & Professional Development:** Opportunities for continuous learning and skill development to ensure career growth.
- **Joining Bonus:** A sign-on bonus for qualifying candidates.
### Working Environment:
At Ashland, we recognize and reward performance and merit. We offer a supportive workplace where team members are empowered to grow and innovate, ensuring mutual success for both the company and its employees.
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### Equal Opportunity Statement:
Ashland is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences.
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**Application Instructions:**
If you meet the qualifications and have a passion for customer service excellence, we encourage you to apply by submitting your resume and a cover letter detailing your relevant experience to [application email]. Applications must be received by September 24, 2024.
Join Ashland and be a part of our mission to deliver outstanding customer experiences!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
