Job Title: Remote Customer Support Manager Company: Big Lots Location: Wellington, Wellington, NZ Job Type: Part-Time Seniority: Mid-to-Senior Level Years of Experience: 6+ --- ### Job Description: Overview: Big Lots is seeking a dedicated and experienced Remote Customer Support Manager to join our dynamic team in Wellington. In this part-time role, you will be responsible for overseeing our remote customer support operations, ensuring that our customers receive the highest level of service and support. This is an excellent opportunity for a professional who is independent, passionate, and eager to drive customer satisfaction and support team development. --- ### Key Responsibilities: Team Leadership: Manage and mentor a team of customer support representatives, promoting a positive and productive work environment. Conduct regular performance reviews and provide feedback to team members to enhance performance and service quality. Foster a culture of continuous improvement and professional growth among team members. Customer Support Strategy: Develop and implement customer support policies and procedures to improve efficiency and effectiveness. Analyze customer feedback and support metrics to identify areas for improvement and establish action plans. Collaborate with other departments to ensure accurate and timely resolution of customer issues. Data Analysis and Reporting: Monitor key performance indicators (KPIs) and prepare regular reports detailing team performance and customer satisfaction levels. Utilize data to inform decision-making and strategic planning, ensuring alignment with company goals. Customer Interaction: Handle complex customer inquiries and complaints, offering solutions that exceed customer expectations. Actively engage with customers through various channels, ensuring a consistent and positive experience across all touchpoints. Training and Development: Develop training programs for new hires to ensure they understand company policies, customer service standards, and product knowledge. Continuously update training materials based on changing customer needs and feedback. Technology Utilization: Stay updated on the latest customer support technologies and tools to enhance team efficiency and customer experience. Oversee the effective use of customer relationship management (CRM) software and other support platforms. Cross-departmental Collaboration: Work closely with marketing, sales, and product development teams to share customer insights and feedback that can drive product and service enhancements. Participate in company initiatives and cross-functional projects to support overall business objectives. --- ### Requirements: Education & Experience: Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 6 years of experience in customer service or support management roles, with a proven track record in a remote setting. Key Skills: Strong critical thinking and problem-solving abilities to provide effective solutions for customer issues. Excellent persuasion skills to effectively address customer complaints and drive favorable outcomes. Proficiency in using customer support software, CRM systems, and Microsoft Office Suite. Personality Traits: Independent and self-motivated, able to work effectively in a remote environment with minimal supervision. Passionate about customer service and dedicated to delivering an outstanding customer experience. Soft Skills: Outstanding verbal and written communication skills. Strong interpersonal skills to build relationships with customers and team members. Ability to adapt to changing priorities and manage multiple tasks simultaneously. --- ### Benefits: Paid sick leave Free food Parental leave Supportive working environment focused on personal and professional development --- ### Application Information: To apply, please submit your resume and a cover letter detailing your experience and why you are a perfect fit for this role by October 17, 2024 . Equal Opportunity Statement: Big Lots 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 experiences. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job. #J-18808-Ljbffr