Online Customer Care Manager

Job Description:

Xcel Energy is seeking a dynamic Online Customer Care Manager to join our team in Sydney, New South Wales, AU. As a part-time position with a mid-to-senior level of seniority, the ideal candidate will have at least 8 years of experience in customer care and a proven track record of delivering exceptional service.

Responsibilities: - Manage all online customer care channels, including email, chat, and social media, to ensure timely and accurate responses to customer inquiries. - Develop and implement strategies to improve customer satisfaction and retention rates. - Analyze customer feedback and data to identify trends and areas for improvement. - Collaborate with cross-functional teams to address customer issues and enhance the overall customer experience. - Train and mentor customer care representatives to meet and exceed performance goals. - Monitor key performance indicators and report on departmental performance to senior management.

Requirements: - Bachelor's degree in Business Administration or related field. - 8+ years of experience in customer care, with a focus on online channels. - Strong communication and interpersonal skills. - Motivated and driven with a passion for delivering excellent customer service. - Innovative mindset with a keen attention to detail. - Proficient in customer relationship management (CRM) software. - Ability to work independently and as part of a team. - Experience in the energy industry is a plus.

Benefits: - Paid Time Off (PTO) - Remote work flexibility - Vision insurance

Working Environment: At Xcel Energy, we are committed to giving back to the community through corporate social responsibility initiatives. As an Online Customer Care Manager, you will have the opportunity to make a positive impact on our customers and the community as a whole.

Equal Opportunity Statement: Xcel Energy is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We celebrate the unique perspectives and contributions of all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Deadline to apply: 2024-05-18

Join our team at Xcel Energy and help us provide outstanding online customer care to our valued customers in Sydney and beyond. Apply now!

How to apply:

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