Customer Care Manager

Job Description:

Gentrack Group is seeking a dynamic and experienced Customer Care Manager to join our team in Auckland, New Zealand. As a mid-to-senior level role, the ideal candidate should have at least 8 years of experience in customer service management and a proven track record of delivering exceptional customer service.

Responsibilities: 1. Lead and manage the customer care team to ensure efficient and effective customer service delivery. 2. Develop and implement strategies to improve customer satisfaction and retention. 3. Handle escalated customer inquiries and complaints in a timely and professional manner. 4. Monitor and analyze customer feedback to identify trends and make recommendations for improvements. 5. Work closely with other departments to coordinate cross-functional initiatives that impact the customer experience. 6. Develop and maintain strong relationships with key stakeholders, including customers, vendors, and internal teams. 7. Conduct regular training and coaching sessions to enhance the skills and performance of the customer care team. 8. Use data-driven insights to drive continuous improvement in processes and service delivery.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience in customer service management, preferably in a fast-paced environment. 3. Excellent communication and interpersonal skills. 4. Strong leadership and decision-making abilities. 5. Adaptable and resourceful personality traits. 6. Soft skills in adaptability and emotional intelligence. 7. Ability to work independently and as part of a team.

Benefits: 1. Company-provided equipment for remote work. 2. Retirement plan options. 3. Travel and spending expenses covered for business-related travel. 4. Joyful and vibrant work environment that fosters creativity and collaboration.

Equal Opportunity Statement: Gentrack Group is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, religion, gender, sexual orientation, disability, or age.

Deadline to Apply: May 24, 2024

Join our team at Gentrack Group and be a part of a company that values exceptional customer service and employee well-being. Apply now to make a difference in the lives of our customers and contribute to our success.

How to apply:

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