Job Title: Remote Customer Service Manager Company: Shuttlerock Location: Wellington, Wellington, NZ Job Type: Part-time Seniority: Mid-to-Senior Level Years of Experience: 8+ Job Description: Shuttlerock, a forward-thinking and innovative company, is seeking a dedicated and experienced Remote Customer Service Manager to join our team.
This role is pivotal in maintaining our commitment to exceptional customer service while ensuring operational efficiency in providing solutions to our clients.
The ideal candidate will possess a blend of management experience and a strong passion for customer satisfaction.
Responsibilities: Team Leadership: Oversee and mentor a remote team of customer service representatives, fostering a positive and engaging work environment that encourages growth, independence, and high performance.
Strategic Planning: Develop and implement customer service strategies, policies, and procedures to enhance the customer experience and improve service delivery.
Performance Management: Monitor team performance through analytics and KPIs, conducting regular assessments and providing constructive feedback to ensure alignment with company goals.
Customer Interaction: Handle escalated customer inquiries and complaints with a focus on resolution and building lasting relationships.
Utilize persuasion skills to negotiate solutions that satisfy both customer needs and company objectives.
Training and Development: Create and deliver comprehensive training programs for new hires and ongoing training for existing staff to ensure they are equipped with the skills needed to provide exceptional service.
Report Generation: Prepare and present regular reports on team performance, customer satisfaction metrics, and service challenges to senior management.
Collaboration: Work closely with other departments, including Sales, Marketing, and Product Development, to provide customer insights that drive product improvements and sales strategies.
Customer Feedback: Develop and execute methods for collecting customer feedback and implementing continuous improvement initiatives based on the insights provided.
Technology Utilization: Leverage customer service tools and software to streamline operations, improve communication, and enhance the overall customer experience.
Requirements: Experience: 8+ years of experience in customer service management, with a strong track record of enhancing customer satisfaction and team performance.
Education: Bachelor's degree in Business Administration, Communications, or a related field is preferred.
Personality Traits: Must be independent, driven, and able to work autonomously while managing a remote team effectively.
Soft Skills: Strong strategic planning skills, with the ability to communicate persuasively and influence others.
Must possess excellent problem-solving abilities and demonstrate a customer-first mindset.
Technological Proficiency: Familiarity with CRM software and customer service management tools.
Comfort with data analysis to inform decision-making.
Benefits: Employee discounts on company products and services Complimentary food offerings to promote well-being Vision insurance to support employee health Working Environment: At Shuttlerock, we nurture an entrepreneurial atmosphere, encouraging creativity and innovation even within our established organization.
Our commitment to employee empowerment and open communication allows for the growth of bold ideas and solutions.
Application Deadline: Please submit your application by October 24, 2024 .
Equal Opportunity Statement: Shuttlerock 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 walks of life.
How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
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