Online Customer Care Manager

Job Description:

We are seeking a passionate Online Customer Care Manager to join our team at Stryker in Sydney, New South Wales, AU. As the Online Customer Care Manager, you will be responsible for overseeing and managing all aspects of our online customer service operations. This role requires a strong background in customer service, as well as exceptional leadership skills to lead a team of customer service representatives.

Responsibilities: - Lead and manage a team of online customer service representatives, providing guidance and support to ensure high-quality customer interactions - Develop and implement strategies to improve online customer service processes and procedures - Monitor online customer service metrics and KPIs to identify areas for improvement and implement initiatives to enhance customer satisfaction - Respond to escalated customer inquiries and issues in a timely and professional manner - Collaborate with other departments, such as Marketing and Sales, to ensure a cohesive customer experience across all channels - Stay up-to-date on industry trends and best practices in online customer service to continuously improve our processes

Requirements: - Bachelor's degree in Business Administration, Marketing, or a related field - 6+ years of experience in customer service, with at least 2 years in a management role - Strong leadership skills with the ability to motivate and inspire a team - Excellent communication and interpersonal skills - Adaptable and able to thrive in a fast-paced environment - Emotional intelligence and the ability to empathize with customers - Knowledge of online customer service platforms and tools - Proven track record of driving customer satisfaction and retention

Personality traits: - Adaptable: Ability to adjust to changing circumstances and priorities - Motivated: Driven to succeed and exceed goals

Soft skills: - Leadership: Ability to lead and inspire a team to achieve their best - Emotional intelligence: Understanding and managing emotions to navigate social complexities

Benefits: - Dental insurance - Employee discounts - Medical coverage

Working environment: Our working environment prioritizes understanding and empathy in all interactions, both with our customers and within our team.

Deadline to apply: July 15, 2024

Equal Opportunity Statement: Stryker is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate and encourage diversity in all its forms.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.