Online Client Service Manager

Job Description:

Emerson Electric is seeking an experienced Online Client Service Manager to join our team in Napier, Hawke's Bay, NZ. As a mid-to-senior level position with a minimum of 7 years of experience, the Online Client Service Manager will be responsible for managing and overseeing all aspects of our online client services department.

Responsibilities: 1. Develop and implement online client service strategies to drive customer satisfaction and retention. 2. Manage a team of online client service representatives, providing leadership, guidance, and support as needed. 3. Monitor and analyze key performance metrics to track departmental performance and identify areas for improvement. 4. Collaborate with other departments, such as marketing and IT, to ensure seamless online client service operations. 5. Handle escalated client issues and provide resolutions in a timely and professional manner. 6. Stay up-to-date on industry trends and best practices in online client service to continuously improve departmental processes. 7. Conduct regular training sessions for online client service representatives to improve their skills and enhance their performance. 8. Prepare regular reports for senior management detailing departmental performance and key metrics. 9. Work closely with the sales team to identify opportunities for upselling and cross-selling online services to existing clients. 10. Uphold company policies and procedures related to online client service operations.

Requirements: 1. Minimum of 7 years of experience in online client service or a related field. 2. Strong leadership and communication skills to effectively manage a team. 3. Ability to adapt to a fast-paced environment and navigate change seamlessly. 4. Excellent problem-solving skills and a customer-centric approach to service delivery. 5. A reliable and resourceful individual who can consistently meet deadlines and deliver high-quality results. 6. Experience with CRM software and other online client service tools. 7. Bachelor's degree in business, marketing, or a related field is preferred.

Benefits: 1. Gym membership 2. Relocation allowance 3. Vision insurance

Equal Opportunity Statement: Emerson Electric is an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. All qualified applicants will receive consideration for employment.

How to apply:

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