Customer Care Manager

2 weeks ago

Auckland, Auckland, New Zealand CenterPoint Energy Full time

Job Description:

CenterPoint Energy is seeking a dedicated and experienced Customer Care Manager to join our team in Wellington, NZ. As a Customer Care Manager, you will be responsible for leading a team of customer service representatives to provide exceptional service to our customers.

Responsibilities:
1. Manage and supervise a team of customer service representatives to ensure they are meeting performance goals and delivering excellent service.
2. Develop and implement customer service policies and procedures to improve overall customer satisfaction.
3. Handle escalated customer inquiries and complaints in a professional and timely manner.
4. Monitor customer feedback and trends to identify areas of improvement in our customer service process.
5. Conduct regular training and development sessions for the customer service team to enhance their skills and knowledge.
6. Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
7. Analyze customer data and trends to make strategic recommendations for improving customer satisfaction.
8. Stay up-to-date on industry trends and best practices in customer service to continuously improve our processes.
9. Lead by example, demonstrating emotional intelligence and strong leadership skills to motivate and inspire the team.

Requirements:
1. Bachelor's degree in Business Administration or related field.
2. Minimum of 5 years of experience in a customer service management role.
3. Strong leadership skills and the ability to motivate and develop a team.
4. Excellent communication and interpersonal skills.
5. Resilient and able to thrive in a fast-paced and high-pressure environment.
6. High emotional intelligence and the ability to empathize with customers and team members.
7. Proficiency in customer service software and tools.
8. Proven track record of achieving customer service targets and KPIs.
9. Strong problem-solving skills and the ability to think creatively to resolve customer issues.

Benefits:
- Parental leave
- Life insurance
- Joining Bonus

Working Environment:
At CenterPoint Energy, we believe in building strong connections and treating colleagues like an extended family. We foster a supportive and inclusive work environment where everyone can grow and succeed.

Deadline to Apply:

Equal Opportunity Statement:
CenterPoint Energy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.



Original job Customer Care Manager posted on GrabJobs . To flag any issues with this job please use the Report Job button on GrabJobs.

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