Client Support Manager

4 weeks ago

Auckland, New Zealand Anthem Full time

Job Title: Client Support Manager Company: Anthem Location: Wellington, Wellington, NZ Job Type: Part-Time Seniority: Mid-to-Senior Level Years of Experience: 8 About Anthem: Anthem is a leading organization focused on delivering exceptional services and solutions to our clients across the globe.
With a commitment to innovation and client satisfaction, we strive to create a working environment that nurtures growth, collaboration, and diversity.
We are seeking a highly skilled and motivated Client Support Manager to join our team.
Overview: As a Client Support Manager, you will play a pivotal role in ensuring that our clients experience the highest level of service.
You will manage client relationships, resolve issues, and collaborate with various departments to enhance the overall client experience.
This position requires an independent, confident professional with a keen ability to understand client needs and translate them into effective solutions.
Key Responsibilities: Client Relationship Management: - Build and maintain strong relationships with existing clients, ensuring their needs are understood and met.
- Act as the primary point of contact for clients, providing timely and effective responses to inquiries.
- Conduct regular check-ins with clients to gauge satisfaction and identify potential areas for improvement.
Issue Resolution: - Address and resolve client issues and concerns in a prompt and professional manner.
- Collaborate with internal teams to investigate and resolve complex client issues.
- Develop and implement a system for tracking client feedback and recurrent issues to improve service quality.
Team Collaboration: - Work closely with cross-functional teams, including sales, product development, and marketing, to align client needs with company offerings.
- Participate in global client support initiatives and contribute to forming a collaborative international team atmosphere.
Performance Metrics: - Monitor client satisfaction metrics and KPIs, preparing regular reports for senior leadership.
- Analyze client data to identify trends and recommend strategies for enhancing service delivery.
Training & Development: - Identify training needs for both clients and internal staff to enhance knowledge of products and services.
- Develop and conduct training sessions for clients to maximize their use of our services.
Documentation & Process Improvement: - Maintain accurate records of client interactions and transactions in our CRM system.
- Suggest process improvements based on client feedback and personal observations to streamline support activities.
Profit Sharing & Collaboration: - Engage in profit-sharing initiatives while promoting a culture of collaboration and accountability among team members.
Requirements: Experience: Minimum of 8 years in client support or a related field, preferably within a managerial role.
Education: Bachelor's degree in Business Administration, Communication, or a related field; relevant certifications are a plus.
Personality Traits: - Confident and independent with a proactive approach to problem-solving.
- Resilient and calm under pressure, able to maintain composure in challenging situations.
Soft Skills: - Exceptional persuasion skills, with the ability to influence decisions positively.
- Adaptable, willing to embrace change and learn new processes quickly.
- Strong interpersonal and communication skills to engage effectively with clients and stakeholders.
Technical Skills: - Proficient in CRM software and Microsoft Office Suite.
- Familiarity with analytics tools to assess client satisfaction metrics is preferred.
Benefits: - Free accommodation in proximity to the office - Profit-sharing opportunities that enhance employee engagement - Company transportation for daily commutes and business-related travel Working Environment: You will collaborate with colleagues worldwide, fostering a global village mentality where diversity and inclusion are celebrated.
Application Deadline: Please submit your application by October 26, 2024.
Equal Opportunity Statement: Anthem is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
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