**Job Title:** Customer Support Manager
**Company:** Costco
**Location:** Brisbane, Queensland, AU
**Job Type:** Full-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
**Job Description:**
Costco is seeking a highly motivated and energetic Customer Support Manager to lead our customer service team in Brisbane. This crucial role requires an individual who can navigate the dynamic landscape of customer service, drive exceptional performance, and cultivate a customer-centric culture within the organization. As the Customer Support Manager, you will ensure that our customers enjoy a seamless and positive shopping experience while effectively managing a team of customer service representatives.
**Key Responsibilities:**
1. **Team Leadership:**
- Lead, mentor, and motivate a diverse team of customer service representatives by fostering a collaborative atmosphere that encourages growth and development.
- Conduct regular one-on-one meetings, performance evaluations, and coaching sessions to enhance team performance and accountability.
2. **Operational Excellence:**
- Develop, implement, and monitor customer support processes and systems to ensure efficiency and effectiveness in addressing customer inquiries and issues.
- Utilize data analytics to assess service performance metrics and identify areas for improvement in customer support operations.
3. **Customer Engagement:**
- Act as the primary point of contact for resolving complex customer issues and escalations, ensuring timely and effective resolution.
- Gather customer feedback and insights regarding their experiences and propose enhancements to improve overall customer satisfaction.
4. **Strategic Planning:**
- Collaborate with other departments, such as Marketing and Logistics, to align customer support initiatives with broader business goals.
- Analyze industry trends and best practices to continuously refine and evolve Costco's customer support strategy.
5. **Training & Development:**
- Design and implement training programs for customer service staff to equip them with the necessary skills to handle customer inquiries and enhance their product knowledge.
- Promote a culture of continuous learning and encourage team members to pursue professional development opportunities.
6. **Budget Management:**
- Oversee the customer support budget, ensuring effective allocation of resources and alignment with corporate goals.
- Prepare and present periodic reports to senior management on customer service metrics, team performance, and budget utilization.
7. **Innovation & Risk Management:**
- Encourage and cultivate a spirit of exploration within the team, motivating team members to take calculated risks that contribute to innovative solutions in customer service.
- Stay abreast of technological advancements in customer service, recommending and implementing tools and systems that enhance efficiency.
**Requirements:**
1. **Experience & Education:**
- Minimum of 7 years of experience in customer service, with at least 3 years in a leadership role.
- Bachelor's degree in Business Administration, Communications, or related field is preferred.
2. **Skills & Competencies:**
- Strong leadership and team management abilities, with a track record of driving high levels of performance.
- Exceptional time management skills with the ability to prioritize tasks and delegate effectively.
- Persuasive communication skills with the ability to engage with customers and internal stakeholders at all levels.
3. **Personality Traits:**
- Highly motivated and energetic, displaying a positive attitude towards challenges and an eagerness to contribute to team success.
- Adaptable and open to feedback, with a desire for continual personal and professional growth.
4. **Technical Proficiency:**
- Proficient in customer service software and Microsoft Office Suite; familiarity with CRM systems is a plus.
- Data-driven mindset with the ability to analyze customer feedback and service metrics for operational improvement.
5. **Other Requirements:**
- Ability to work flexible hours, including evenings and weekends when necessary.
- Willingness to travel as required to support operational demands.
**Benefits:**
- Competitive salary and bonus structures
- Travel and spending expenses covered
- Retirement plan options
- Relocation allowance for eligible candidates
- Opportunities for professional development and career advancement
**Working Environment:**
At Costco, we encourage a spirit of exploration and calculated risks that promote personal and organizational growth. We are committed to providing an inclusive and supportive workplace where every individual feels empowered to contribute their unique perspectives.
**Deadline to Apply:** Applications will be accepted until October 4, 2024.
**Equal Opportunity Statement:**
Costco is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
