Customer Success Manager

4 weeks ago

Auckland, New Zealand Adt Security Full time

Full time
Add expected salary to your profile for insights
Looking to join a company with a legacy of trust and a leading presence in the security industry? Look no further With over a century of expertise, ADT Security is a name you can rely on. As the largest electronic security company in Australasia, we safeguard over a hundred thousand residential homes, businesses, and commercial enterprises. If you're passionate about security and want to be part of a team that makes a difference, we have an exciting opportunity for you.
Based in our Auckland Office the Customer Success Manager will be responsible for setting the standards and providing an excellent customer service 24/7 while also growing and developing their direct reports (team leaders) as well as operators.
Are you passionate about training, coaching, and helping your team to improve? Are you an analytical thinker who can ask the right questions to investigate and solve problems? Can you remain calm and display empathy when interacting with people in stressful situations, both over the phone and in person? Are you interested in developing your skills as a leader? Then you may be who we're looking for.
Our Customer Success team is responsible for providing 24/7 on-site support to our call center Operators who provide a diverse range of services to our customers.
Your responsibilities will include:
Setting the KPIs and strategic direction for your team
Coaching and mentoring 5-8 team leaders
Assessing call quality through call observations and coaching
Assisting Operators with their queries
Investigating and resolving customer complaints in a professional and empathetic manner
Forecasting staffing needs and finding cover as required
Assisting with recruitment and training for new Operators
Design, develop and implement improvements to the center
Responds promptly to customer inquiries via phone and e-mail
Manage all escalation priority issues
Follow up on customer interactions to ensure satisfaction
As part of the leadership team, the Customer Success Manager role has been designed to provide multiple development opportunities for the successful candidate..
If you have experience with:
Call center management
Peer coaching or leadership
Working adaptably, collaboratively and effectively
Strong written and verbal communication
Using a variety of apps and technology
What is in it for you?
Very competitive remuneration
Opportunity to join an industry leader that is constantly expanding
Free car park
Become part of a supportive team environment
Your application will include the following questions: Which of the following statements best describes your right to work in New Zealand? How many years' experience do you have as a Customer Success Manager? Do you have customer service experience? What's your expected annual base salary? To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
What can I earn as a Customer Success Manager

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