**Job Title: Remote Customer Service Manager**
**Company: Kelly Services**
**Location: Hamilton, Waikato, NZ**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Experience Required: Minimum 6 Years**
---
**Company Overview:**
Kelly Services is a global leader in workforce management solutions, connecting skilled talent with various industries. We are dedicated to fostering an inclusive community that values diversity and provides equal opportunities for all.
**Position Overview:**
We are seeking a resourceful and driven Remote Customer Service Manager to oversee our customer service operations. This is a part-time position requiring a minimum of 6 years of experience in customer service management. You will play a pivotal role in upholding our high standards of excellence and ensuring customer satisfaction through effective management and strategic decision-making.
---
### **Key Responsibilities:**
1. **Team Leadership:**
- Lead a team of customer service representatives, offering guidance and support to enhance performance and professional development.
- Conduct regular performance reviews, providing constructive feedback to foster team growth and improvement.
- Motivate and empower team members to achieve individual and collective goals.
2. **Customer Experience Management:**
- Monitor customer interactions to ensure quality service delivery and adherence to company policies.
- Analyze customer feedback and conduct satisfaction surveys to pinpoint areas of improvement in service and processes.
- Develop and implement initiatives that enhance the overall customer experience.
3. **Operational Efficiency:**
- Streamline customer service operations, utilizing analytics to optimize workflow and resource allocation.
- Identify trends and patterns in customer inquiries and complaints, adjusting processes and training as necessary.
- Maintain comprehensive documentation of service procedures and protocols for efficient reference.
4. **Strategic Decision-Making:**
- Collaborate with senior management to define key performance indicators (KPIs) and track progress regularly.
- Prepare and present reports on service performance, customer satisfaction, and operational challenges.
- Make data-driven decisions to enhance service efficiency and effectiveness.
5. **Training & Development:**
- Design and deliver training programs for new hires and ongoing skill development for existing team members.
- Foster a culture of continuous learning and improvement, ensuring the team stays updated with industry best practices.
6. **Cross-Functional Collaboration:**
- Work closely with other departments to align customer service strategies with business objectives.
- Act as a liaison between customers and internal teams to facilitate effective communication.
7. **Crisis Management:**
- Handle escalated customer concerns or complaints with professionalism and poise.
- Develop and implement contingency plans for potential service disruptions.
---
### **Qualifications and Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communication, or a related field preferred, but not mandatory.
- **Experience:** Minimum of 6 years of experience in customer service management, with a proven track record of leading successful teams.
- **Technical Skills:** Proficiency in customer service software, CRM platforms, and Microsoft Office Suite.
### **Personality Traits:**
- Resourceful: Ability to quickly identify solutions to challenges that arise in customer service interactions.
- Driven: A strong desire to achieve results and exceed customer expectations.
### **Soft Skills:**
- Excellent presentation skills, with the ability to communicate effectively with various stakeholders at all levels.
- Strong decision-making abilities to evaluate situations and provide practical and strategic solutions.
---
### **Benefits:**
- Company transportation for remote meetings and travel opportunities.
- Opportunities for training and professional development to enhance skills and career growth.
- A supportive work environment that fosters transparency and open dialogue for effective communication at all levels.
### **Working Environment:**
We encourage a collaborative atmosphere where employees can express ideas and concerns freely, promoting trust and effectiveness throughout the organization.
### **Application Process:**
To apply for this position, please submit your resume and a cover letter highlighting relevant experience by **October 2, 2024**.
---
**Equal Opportunity Statement:**
Kelly Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from people of all backgrounds, identities, and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
