**Job Title:** Support Manager **Company:** Viacom **Location:** Nelson, Nelson, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Experience Required:** 6+ years --- **Job Description:** Viacom is seeking an energetic and motivated Support Manager to join our dynamic team in Nelson, New Zealand. As a pivotal part of our organization, you will play a crucial role in ensuring the highest standards of customer service and operational support across various platforms. Your ability to lead, negotiate, and foster positive relationships within the team and with clients is key to our continued success and growth. **Key Responsibilities:** - **Team Leadership:** - Lead, motivate, and mentor a team of support specialists, ensuring high levels of performance and engagement. - Conduct regular performance reviews, providing constructive feedback and facilitating professional development opportunities. - **Customer Support Management:** - Oversee daily operations of the support team, ensuring efficient handling of customer inquiries and issues in a timely manner. - Develop and implement support strategies that enhance customer satisfaction and loyalty. - **Performance Monitoring and Reporting:** - Analyze key performance indicators (KPIs) related to support services; prepare and present reports on performance metrics to senior management. - Identify trends and areas for improvement, formulating actionable plans to enhance service delivery. - **Stakeholder Engagement:** - Serve as the primary point of contact for escalated customer issues and concerns, utilizing strong negotiation skills to achieve satisfactory resolutions. - Collaborate with cross-functional teams to address customer needs and improve product offerings based on feedback. - **Process Improvement:** - Identify process inefficiencies and work towards implementing best practices and improvement initiatives to streamline operations. - Stay updated on industry trends and emerging technologies to maintain competitive advantage in customer support. - **Training and Development:** - Develop and conduct training programs for new and existing support staff, focusing on improving product knowledge, customer interaction, and problem-solving techniques. - **Crisis Management:** - Respond effectively to emergencies or high-pressure situations, providing support and guidance to the team while maintaining service continuity. **Requirements:** - **Education and Experience:** - Bachelor's Degree in Business Administration, Management, or a related field. - A minimum of 6 years of experience in a customer support or related role, with at least 2 years in a leadership position. - **Skills and Competencies:** - Strong leadership abilities with a proven track record of managing and developing teams. - Exceptional negotiation and conflict resolution skills. - Excellent verbal and written communication skills. - **Personality Traits:** - Energetic and motivated, with a passion for customer service excellence. - Adaptable and open to change in a fast-paced environment. - **Technical Skills:** - Proficiency in customer support software and tools; experience with CRM systems is a plus. - Familiarity with data analysis and reporting tools. **Benefits:** - Travel opportunities for professional development and collaboration with international teams. - Complimentary food and beverages during working hours. - Comprehensive medical coverage to ensure your health and wellbeing. **Working Environment:** At Viacom, we pride ourselves on creating a work culture that embraces change and resilience. We are a team that thrives on innovation, collaboration, and a shared commitment to excellence. You will have the opportunity to work in an environment that encourages new ideas and supports professional growth. **Application Deadline:** Please submit your application by **September 28, 2024**. **Equal Opportunity Statement:** Viacom 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, identities, and experiences. --- If you are passionate about customer support and eager to make a meaningful impact in a vibrant organization, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
