Head of Customer Service (Auckland based)

We are seeking a Head of Customer Service based in Auckland, New Zealand, to lead the Customer Service team based in Auckland. As the Head of Customer Service, you will be responsible for ensuring a high level of customer satisfaction and delivering exceptional service to our valued clients.

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Responsibilities:

• Lead, mentor, and develop the Customer Service team, fostering a positive and collaborative work environment.
• Establish and maintain customer service standards and procedures, ensuring efficient and effective service delivery.
• Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing corrective actions.
• Manage customer inquiries and escalations, ensuring timely and satisfactory resolutions.
• Collaborate with other departments to optimize processes and provide seamless customer experiences.
• Stay up-to-date with industry trends and best practices, implementing relevant changes to improve customer service operations.

Requirements

• Minimum of 5 years of experience in a customer service leadership role.

• Proven track record of driving customer satisfaction and team performance.
• Excellent leadership and coaching skills, with the ability to motivate and inspire a team.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Experience in managing customer service teams within a contact center or similar environment.
• Proficient in customer service software and CRM systems.

Benefits

• Remote Work

• Permanent Position
• 30-Day Paid Leave
• 5-Day Work Week
• A competitive salary, reflective of your experience
• Health insurance coverage