Customer Services Manager

3 months ago

Auckland City, New Zealand Kinatico Full time

We power insights for better, safer workplaces together.

Working for Kinatico will provide you with a fantastic opportunity to gain insight into an established tech company with strong growth ambitions. If you are a motivated individual who aims to deliver the good and strives for the great, thrives in a fast-paced environment, has excellent presentation, relationship building skills, and likes to be challenged, then this is the role for you

Where our passion, talent, delivery and impact collide our purpose lies. Powering insights for better, safer workplaces, helping organisations to know their people - we are a global leader in Reg-Tech. Our technology helps organisations to know their people.

As part of Kinatico Ltd (formally CVCheck NZ) global customer services support and delivery departments, this role is responsible for customer relationship management, sales fulfilment, data processing and customer contact centre operations for New Zealand and Australia East Coast. The role works closely with the Enterprise Sales Director (NZ) onboarding new customers and managing our key stakeholders and vendors. Your main purpose is to deliver operational best practice and a customer centric experience to our customers. As a motivated leader you will drive the team and also be the go-to person for office operations.

Ideally, you have a passion for supporting our customers and our people, caring deeply about fostering an inclusive work environment that allows Kinaticans to bring their best selves to work.

This role is a fantastic opportunity for someone who wants to gain insight into an established tech company with strong growth ambitions while also directly impacting company performance and culture.

**DELIVERING THE GOOD, STRIVING FOR THE GREAT**

**Position responsibilities include but are not limited to**:

- Managing a team of customer service representatives, oversee the day-to-day activities of the customer service team, including scheduling, coaching, and training.
- Ensuring high-quality customer service, by monitoring customer service team interactions with customers, identifying areas for improvement, and implementing strategies to improve customer satisfaction.
- Analyzing performance metrics, by tracking and analyzing customer service metrics, such as call volume, response times, and customer satisfaction ratings, to identify trends and opportunities for improvement.
- With support from your manager, developing and implementing or improve policies and procedures that ensure consistent and high-quality customer service across the organization.
- Collaborating with other departments such as marketing, sales, and product development, to ensure that customer needs are being met and to identify opportunities for growth.
- Allocation of resources and manage the budget for the customer service department and New Zealand office operations, allocating resources, such as staffing and technology, to ensure efficient and effective operations.
- Ensuring compliance with all relevant regulations and standards, such as data privacy regulations and industry-specific compliance requirements.
- Leading by example by demonstrating excellent customer service skills, professionalism, and a commitment to continuous improvement.
- People leadership, coaching, training and mentoring and creating an inclusive culture.

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**OUR TEAM’S STRENGTH COMES FROM EVERYONE’S INDIVIDUALITY**

**About you**:

- Demonstrated management/leadership experience in a contact centre/operations centre environment.
- Extensive experience in customer service or operational processing best practice.
- Strong communication and relationship building skills, with a collaborative team centric approach
- Strong problem-solving skills and sound judgement, including during times of pressure
- Ability to use data analytics and reporting on key performance indicators,
- Expertise with Microsoft Office Suite including Power BI, Teams
- Experience with contact centre technology and CRM including Genesys Pure Cloud and Salesforce.
- Ability to provide and maintain a clean National Police Clearance Record

**ARE YOU READY TO BE A KINATICAN?**
- Great location with plenty of secure car park spaces, easy to get to work and plenty of amenities and food choices nearby
- Flexible and supportive work environment
- A culture of development and recognition, we want our people to thrive
- Join the company at an incredibly exciting time and enter a world of energy, enthusiasm and innovation

**TELL US ABOUT YOURSELF

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