**Job Title: Customer Care Manager**
**Company: Graybar Electric**
**Location: Canberra, Australian Capital Territory, AU**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 7+**
**Deadline to Apply: ******** **
**Job Description:**
Graybar Electric is seeking an experienced and dynamic Customer Care Manager to join our team in Canberra. This is a part-time position that offers an exciting opportunity to contribute to our commitment to delivering outstanding customer service and support. The ideal candidate will be driven, energetic, and passionate about improving the customer experience, with a strong background in managing customer care operations.
**Key Responsibilities:**
- Oversee the customer care department, ensuring all team members are equipped with the tools and knowledge necessary to deliver high-quality support.
- Develop and implement effective customer care strategies, policies, and procedures to enhance service delivery and customer satisfaction.
- Monitor performance metrics and KPIs for the customer care team, ensuring targets are met or exceeded, and identify areas for improvement.
- Lead, mentor, and motivate the customer care team to achieve their best performance through regular training, feedback, and team-building initiatives.
- Collaborate with cross-functional teams, including sales, operations, and marketing, to resolve customer issues and improve overall service quality.
- Act as the primary point of contact for escalated customer inquiries and complaints, using strong persuasion skills to negotiate resolutions that benefit both the customer and the company.
- Analyze customer feedback and satisfaction surveys to identify trends and areas for improvement, leveraging this data to drive continuous service enhancement.
- Develop and deliver presentations to senior management regarding customer care initiatives and performance outcomes, demonstrating initiative and strategic thinking.
- Stay current on industry trends and best practices in customer service and implement innovations to keep Graybar Electric at the forefront of customer experience.
- Create a high-energy work environment that encourages curiosity, questioning, and creative problem-solving among team members.
**Requirements:**
- Minimum of 7 years of experience in customer care or a related field, with at least 3 years in a supervisory or managerial role.
- Proven track record of managing successful customer service teams in a fast-paced environment.
- Strong interpersonal skills, with the ability to build rapport and engage effectively with customers and colleagues alike.
- Excellent problem-solving and critical-thinking abilities, with a drive to continuously improve processes and outcomes.
- Highly organized with the ability to manage multiple priorities and projects simultaneously.
- Strong proficiency in customer service software and CRM systems.
- Knowledge of industry best practices and emerging trends in customer service.
- Ability to work independently and as part of a team, demonstrating teamwork and collaboration in all aspects of the work.
**Personality Traits:**
- Driven: A proactive attitude toward achieving goals and delivering exceptional results.
- Energetic: A positive and enthusiastic approach to work that inspires those around you.
**Soft Skills:**
- Persuasion: Skillful in advocating and influencing both customers and team members toward favorable outcomes.
- Teamwork: A collaborative mindset focused on building relationships and working collectively to achieve shared goals.
**Benefits:**
- Free food available at the workplace.
- Paid sick leave.
- Company transportation provided for work-related travel.
**Working Environment:**
At Graybar Electric, we foster an environment that encourages curiosity and questioning, fueling innovation and growth. We believe that every employee plays a vital role in shaping our future and we are dedicated to supporting your professional development.
**Equal Opportunity Statement:**
Graybar Electric is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
Join our team and contribute to our mission of delivering unparalleled service to our customers. Apply now!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.