**Job Title:** Support Manager
**Company:** Barnes & Noble
**Location:** Dunedin, Otago, NZ
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience Required:** 6
---
**Position Overview:**
Barnes & Noble is seeking an experienced and dedicated Support Manager to join our team in Dunedin, Otago. This part-time role is pivotal in ensuring that our customers receive the highest level of service, as well as supporting our staff in maintaining an effective and efficient workflow within the store. The ideal candidate will bring a wealth of experience, resourcefulness, and creativity to the role, while demonstrating energetic leadership and solid interpersonal skills.
---
**Key Responsibilities:**
1. **Customer Service Excellence:**
- Ensure that all customer inquiries and concerns are addressed promptly and effectively.
- Lead the development and implementation of customer support initiatives to enhance customer satisfaction and loyalty.
- Act as a point of escalation for complex customer issues, demonstrating strong negotiation skills to resolve challenges amicably.
2. **Staff Management and Training:**
- Oversee the recruitment, training, and onboarding processes for new support staff, ensuring they are equipped with the necessary skills and knowledge.
- Mentor and motivate team members, fostering a collaborative and positive working environment.
- Conduct regular performance reviews and provide constructive feedback to enhance individual and team performance.
3. **Operational Support:**
- Collaborate with various departments to align support strategies with overall business goals.
- Develop and maintain operational policies and procedures to streamline support processes.
- Assist in inventory management, including ordering and restocking of store supplies.
4. **Problem-Solving and Innovation:**
- Use creativity to identify areas for improvement in support operations, implementing innovative solutions that enhance efficiency.
- Analyze data and customer feedback to identify trends and areas for enhancement in our support services.
5. **Reporting and Communication:**
- Prepare reports on support metrics and present them to management, providing insights and recommendations based on findings.
- Maintain open lines of communication with all teams to ensure alignment and transparency in operations.
6. **Promote Workplace Culture:**
- Champion initiatives that promote equality and fairness within the workplace.
- Encourage a culture of inclusivity and respect, ensuring that all team members feel valued and supported.
---
**Requirements:**
- **Experience:** Minimum of 6 years in a customer support or management role, preferably in a retail or sales environment.
- **Education:** Bachelor's degree in business administration, management, or a related field is preferred.
- **Personality Traits:**
- Resourceful: Ability to think critically and adapt quickly to changing circumstances.
- Energetic: A positive demeanor that inspires and motivates staff and creates a vibrant customer experience.
- **Soft Skills:**
- Strong negotiation skills: Capable of resolving conflicts in a professional manner.
- Creativity: Ability to develop innovative solutions to enhance customer service and operational efficiency.
- **Technical Skills:** Proficiency in customer relationship management (CRM) systems, point-of-sale (POS) systems, and Microsoft Office Suite.
---
**Benefits:**
- Visa sponsorship for qualified candidates.
- Company equipment provided for effective job performance.
- Joining bonus upon successful hiring and completion of initial training period.
---
**Working Environment:**
At Barnes & Noble, we are committed to promoting an inclusive and equitable working environment that values diversity. We believe that every employee contributes to our mission, and we are dedicated to ensuring that everyone is treated fairly, with respect and dignity.
---
**Application Deadline:**
Interested candidates should submit their application by **October 7, 2024**.
---
**Equal Opportunity Statement:**
Barnes & Noble is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
