Customer Service Manager

3 months ago


Manukau City, New Zealand LET'S WORK IN NZ LTD Full time

Our Auckland-based client, I-Tech Automotive Limited, seeks a Customer Service Manager.

Minimum 30 Hours Guaranteed.

**Responsibilities**:

- **Team Leadership**: Lead and motivate a team of customer service representatives to achieve performance targets and provide outstanding service.
- **Process Improvement**: Identify and implement improvements in customer service processes to enhance efficiency and effectiveness.
- **Customer Engagement**: Build strong relationships with customers and address inquiries, concerns, and feedback in a timely and professional manner.
- **Training and Development**: Develop training programs for customer service representatives to ensure continuous improvement and skill enhancement.
- **Quality Assurance**: Monitor and assess the quality of customer interactions to uphold high service standards.
- **Data Analysis**: Utilize customer feedback and service data to generate insights and make data-driven decisions to enhance the customer experience.
- **Collaboration**: Work closely with other departments to resolve customer issues and contribute to a positive cross-functional team environment.
- **Reporting**: Generate regular reports on customer service metrics, trends, and key performance indicators.

**Requirements**:

- Bachelor's degree in Business Administration, Marketing, or a related field OR
- 3 years experience in a customer service leadership or Managerial role.
- Strong interpersonal and leadership skills.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to interpret data and make strategic decisions.
- Ability to thrive in a fast-paced environment and handle pressure effectively.

**Job Description**
- Ensure the accurate processing of invoicing and fulfillment of other CRM and administration.
- Ensure that all customer service complaints are handled efficiently and effectively.
- maintain customer satisfaction by providing problem-solving systems and resources.
- Managing a small team, ensuring the delivery of superior customer service and support
- Ensuring appropriate training to enable efficient resolution and support.
- Identification and implementation of process improvements within the Customer Service environment
- Maintain customer satisfaction by providing problem-solving systems and resources.
- Liaising with production staff and administration team to ensure efficient productivity with customer satisfaction as a priority.
- Providing solutions and measures enabling the team to provide sound advice to the customers and companies contracted.


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