Customer Care Manager

3 weeks ago

Auckland, New Zealand Mcdonald’S Full time

Job Title: Customer Care ManagerCompany: McDonald'sLocation: Christchurch, Canterbury, NZJob Type: Full-TimeSeniority Level: Mid-to-Senior LevelYears of Experience Required: 6Application Deadline: 2024-10-04Job Overview:As the Customer Care Manager at McDonald's in Christchurch, you will play a crucial role in enhancing our customer service operations and driving a customer-centric culture. You will oversee the daily management of the customer service team, ensuring our customers receive exceptional service. With your expertise and innovative problem-solving skills, you will help bridge the gap between management and customers, aligning our services with McDonald's mission to deliver quality and convenience.Key Responsibilities:Team Leadership: Lead, train, and motivate a diverse customer service team, fostering a positive and productive environment while ensuring all team members are equipped with the skills to excel.Customer Experience Strategy: Develop and implement strategies to enhance overall customer experience. Regularly assess service pipelines and identify areas for improvement and innovation.Complaint Resolution: Manage escalated customer complaints and concerns, demonstrating resourcefulness in proposing effective solutions. Ensure follow-ups are conducted in a timely manner.Performance Metrics: Monitor key performance indicators (KPIs) relating to customer care. Prepare regular reports that assess the effectiveness of customer service initiatives and adjust strategies accordingly.Collaboration: Partner with other departments (e.g., Operations, Marketing) to develop seamless customer experiences and gather insights on customer preferences and expectations.Training Programs: Design and implement ongoing customer service training programs that build skills in communication, problem-solving, and teamwork among staff.Feedback Collection: Utilize customer feedback mechanisms to capture insights and develop action plans based on findings. Encourage customer engagement through surveys and forums to gauge satisfaction.Policy Development: Work collaboratively with management to formulate customer service policies and best practices to enhance efficiency and effectiveness.Technology Utilization: Leverage technology tools and platforms to streamline customer care operations and enhance interaction accessibility.Cost Management: Monitor departmental budgets while maximizing the quality of customer service delivered to maintain financial efficiencies.Advocacy: Act as the voice of the customer within the organization, advocating for their needs and preferences in strategic discussions and decision-making processes.Qualifications:Bachelor's degree in Business, Marketing, or a related field.A minimum of six years in customer service management, preferably in a fast-paced environment.Proven experience in leading a team and driving a customer-centric culture.In-depth understanding of customer service metrics and reporting systems.Experience in conflict resolution and complaint management, with a creative approach to problem-solving.Strong verbal and written communication skills to convey information effectively to various stakeholders.Required Personality Traits:Reliable: Demonstrating consistency in performance, adhering to company policies, and upholding commitments.Resourceful: Ability to think creatively and adaptively in challenging situations, finding solutions and overcoming obstacles.Soft Skills:Creativity: Bring forward innovative ideas to improve customer experiences and team performance.Teamwork: Collaborate effectively with colleagues, creating synergy across departments for enhanced outcomes.Benefits:Dental insuranceVision insurancePaid Time Off (PTO)Working Environment:At McDonald's, we align our work with a greater purpose, contributing to a meaningful mission. Our team is dedicated to creating a positive impact in our community and fostering a welcoming atmosphere for both employees and customers. You will have the unique opportunity to influence and shape customer interactions at one of the world's most recognizable brands.Equal Opportunity Statement:McDonald's is an equal opportunity employer and welcomes applicants from all backgrounds, experiences, and perspectives. We celebrate diversity and are committed to creating an inclusive environment for all employees.We look forward to receiving your applicationHow to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.
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