**Job Title:** Remote Customer Service Manager
**Company:** CenturyLink
**Location:** Tauranga, Bay of Plenty, NZ
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8
**Company Overview:**
At CenturyLink, we believe in fostering an inclusive culture that values and respects diverse perspectives. Our focus is on providing exceptional service to our customers while maintaining a supportive and collaborative working environment for our employees.
**Job Description:**
We are seeking a dedicated and experienced Remote Customer Service Manager to join our team in Tauranga. This part-time role requires a proactive leader who is passionate about delivering exceptional customer support and enhancing the overall customer experience. As a Remote Customer Service Manager, you will play a vital role in leading our customer service team, developing effective strategies, and ensuring that we consistently meet and exceed customer expectations.
**Key Responsibilities:**
- **Team Leadership:** Provide guidance, coaching, and support to a team of customer service representatives, fostering a culture of empowerment and accountability.
- **Performance Management:** Monitor team performance metrics and implement strategies to improve service efficiency, effectiveness, and satisfaction rates.
- **Customer Engagement:** Serve as an escalation point for complex customer issues, utilizing critical thinking and problem-solving skills to resolve inquiries and enhance customer satisfaction.
- **Process Improvement:** Analyze customer service processes, identify areas for improvement, and implement best practices to optimize the customer experience.
- **Training and Development:** Develop comprehensive training programs for new and existing team members, ensuring a consistent approach to service delivery and adherence to company policies.
- **Reporting:** Prepare regular reports on customer service metrics, team performance, and customer feedback to inform management decisions and strategic planning.
- **Collaboration:** Work closely with cross-functional teams, including sales, technical support, and marketing, to ensure a cohesive approach to customer service and support initiatives.
- **Feedback Loop:** Collect and analyze customer feedback to identify trends, areas for improvement, and actionable insights that can enhance service quality.
- **Diversity and Inclusion:** Promote an inclusive workplace culture that values diverse perspectives, encourages open dialogue, and treats all individuals with respect and dignity.
**Requirements:**
- Bachelor's degree in Business Administration, Communications, or a related field preferred.
- Minimum of 8 years of experience in customer service management or a similar role, preferably within the telecommunications or technology sector.
- Proven track record of leading high-performing customer service teams and driving exceptional results.
- Strong understanding of customer service principles, best practices, and technologies.
- Energetic and adaptable personality with a positive attitude and the ability to thrive in a fast-paced environment.
- Excellent attention to detail and critical thinking skills, with the capacity to analyze complex problems and develop effective solutions.
- Outstanding interpersonal and communication skills, both written and verbal.
- Proficiency in customer service software and CRM systems.
- Ability to work independently and manage time effectively in a remote work environment.
**Benefits:**
- Life insurance coverage.
- Comprehensive medical coverage for eligible employees.
- Profit-sharing opportunities to reward your contributions to the company's success.
**Working Environment:**
At CenturyLink, we embrace diversity and create an inclusive culture that values and respects all perspectives. We believe that our diverse workforce enhances creativity, fosters innovation, and helps us provide exceptional service to our customers.
**Deadline to Apply:** September 19, 2024
**Equal Opportunity Statement:**
CenturyLink is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by law. All qualified applicants are encouraged to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
