Online Contact Center Manager

Job Description: We are looking for a dynamic and experienced Online Contact Center Manager to join our team at Oshkosh in Auckland, NZ. As an Online Contact Center Manager, you will be responsible for overseeing all aspects of our online customer service operations and ensuring the highest level of customer satisfaction.

Responsibilities: - Manage a team of online customer service representatives and ensure they are meeting performance targets and KPIs - Develop and implement strategies to improve customer service processes and enhance the overall online customer experience - Analyze customer feedback and data to identify trends and areas for improvement - Monitor and respond to customer inquiries and resolve issues in a timely and professional manner - Coordinate with other departments to address customer concerns and provide solutions - Stay up-to-date on industry trends and best practices for online customer service - Conduct regular training sessions for staff to ensure they are equipped with the necessary skills to deliver exceptional customer service - Implement quality assurance measures to ensure consistent delivery of service excellence - Collaborate with the marketing team to promote online customer service initiatives and enhance brand loyalty - Provide regular reports and updates to senior management on the performance of the online contact center

Requirements: - At least 8 years of experience in customer service, with a minimum of 3 years in a managerial role - Strong leadership skills and the ability to motivate and engage a team - Excellent communication and interpersonal skills - Adaptability and a willingness to embrace change - Goal-oriented and driven to exceed customer expectations - Creative problem-solving skills and the ability to think outside the box - Strong negotiation skills and the ability to resolve conflicts effectively - Bachelor's degree in Business Administration or a related field (preferred) - Proficiency in CRM software and online customer service platforms - Experience in e-commerce and online retail is a plus

Benefits: - Employee discounts on Oshkosh products - Travel opportunities for company events and meetings - Free accommodation for business trips

Working Environment: At Oshkosh, we are dedicated to understanding and exceeding customer expectations. Our team is committed to providing the best possible online customer service experience, and we strive to create a positive and collaborative working environment.

Deadline to Apply: May 31, 2024

Equal Opportunity Statement: Oshkosh is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected status. We believe in creating a diverse and inclusive workplace where all employees are valued and respected.

How to apply:

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