Remote Customer Service Manager

Job Description:

As a Remote Customer Service Manager at Liberty Interactive, you will be responsible for overseeing a team of customer service representatives who work remotely from Hamilton, Waikato, NZ. Your primary goal will be to ensure that the team provides exceptional customer service to our clients, while also maintaining high levels of efficiency and productivity.

Responsibilities: 1. Manage and lead a team of remote customer service representatives, providing guidance, support, and feedback as needed. 2. Develop and implement strategies to improve customer service processes and procedures. 3. Monitor team performance and provide coaching and training to help team members meet their goals. 4. Handle escalated customer issues and ensure timely resolution. 5. Collaborate with other departments to address customer concerns and improve overall customer satisfaction. 6. Analyze customer feedback and data to identify trends and areas for improvement. 7. Create and implement policies and procedures to ensure consistent quality service. 8. Work closely with the HR department to recruit, onboard, and train new team members. 9. Maintain a positive and motivating work environment for the team. 10. Prepare and present regular reports on team performance and customer satisfaction metrics.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 5 years of experience in customer service management. 3. Excellent communication and leadership skills. 4. Strong organizational and time management skills. 5. Ability to work independently and collaboratively with remote team members. 6. Proficiency in Microsoft Office and customer service software. 7. Motivated and hardworking with a strong customer focus. 8. Strategic planning and problem-solving skills. 9. Experience in remote team management is a plus.

Benefits: - Paid sick leave - Training & professional development opportunities - Company transportation for team meetings and events

Equal Opportunity Statement: Liberty Interactive is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive work environment where all employees are valued and respected.

How to apply:

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