Job Title: Remote Customer Support Manager Company: MetLife Location: Wellington, Wellington, NZ Job Type: Part-Time Seniority: Associate Level Experience Required: Minimum 5 years Job Summary: MetLife is seeking a dynamic and passionate Remote Customer Support Manager to join our team in Wellington. As a leader in the insurance industry, we strive to provide exceptional service to our customers. The ideal candidate will leverage their extensive customer service experience to lead our remote support team effectively, ensuring customer satisfaction while fostering a collaborative and empathetic work environment. Responsibilities: Team Leadership: Oversee a team of customer support representatives, providing guidance, coaching, and mentorship while fostering a collaborative environment that prioritizes understanding and empathy in all interactions. Performance Management: Monitor team performance metrics and individual KPIs, delivering constructive feedback and conducting performance reviews to enhance team productivity and satisfaction. Customer Interaction: Serve as an escalation point for complex customer inquiries, ensuring timely and effective resolution of issues while maintaining a high level of customer satisfaction. Process Improvement: Continuously evaluate existing customer support processes and workflows, identifying areas for improvement and implementing best practices that enhance delivering customer service experiences. Training & Development: Develop and facilitate training programs aimed at improving team skills and knowledge; provide ongoing support and professional development opportunities to team members. Cross-functional Collaboration: Work closely with other departments (e.g., sales, product management, and IT) to improve service delivery and customer experience through effective communication and collaboration. Customer Insights: Analyze customer feedback and support trends to identify opportunities for product and service enhancements, collaborating with relevant teams to address customer needs. Reporting: Prepare and present regular reports to management on team performance, customer feedback, and service quality, making data-driven recommendations for improvement. Policy Compliance: Ensure that all customer support practices comply with internal policies and external regulations. Requirements: Education: Bachelor's degree in business, communications, or a related field is preferred, but relevant experience may be considered in lieu of a degree. Experience: Minimum of 5 years of experience in customer support or a related role, with at least 2 years in a managerial or supervisory capacity. Confident and Passionate: Possess a confident demeanor and a passion for customer service that inspires and motivates the team. Soft Skills: Teamwork: Strong ability to collaborate with diverse teams and foster a culture of teamwork. Problem-Solving: Excellent analytical and problem-solving skills, with a proactive approach to addressing customer concerns and improving processes. Technical Proficiency: Familiarity with customer service software, CRM systems, and other communication tools; ability to adapt quickly to new technologies. Benefits: - Comprehensive gym membership to promote physical and mental well-being. - Life insurance coverage to support you and your loved ones. - Opportunities for ongoing training and professional development, fostering your career growth. Working Environment: At MetLife, we prioritize understanding and empathy in all interactions with our team members and customers. We believe that a supportive work environment is crucial for delivering exceptional service and fostering a positive team dynamic. Application Deadline: Please submit your application by 2024-10-25. Equal Opportunity Statement: MetLife is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other status protected by law. 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. #J-18808-Ljbffr