**Job Description: Customer Support Manager**
**Company:** State Street Corp.
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-Time
**Seniority Level:** Associate
**Experience Required:** 5 Years
**About Us:**
State Street Corporation is a global leader in financial services, providing investment servicing, investment management, and investment research and trading. We are committed to promoting an inclusive environment that values diversity of talent and thought. We are current seeking a driven and hardworking Customer Support Manager to join our dynamic team in Brisbane.
**Job Summary:**
As a Customer Support Manager at State Street Corp., you will be responsible for overseeing and enhancing our customer support operations. You will lead a team of support professionals dedicated to ensuring the highest level of customer satisfaction. Your creative problem-solving skills and teamwork spirit will drive our customer engagement initiatives, fostering long-term relationships with our clients.
**Key Responsibilities:**
- **Leadership & Team Development:**
- Lead and manage the customer support team, providing ongoing training, supervision, and performance evaluations.
- Foster a collaborative and engaged work environment, encouraging professional growth and development.
- **Customer Service Excellence:**
- Implement and enhance company policies and procedures to improve service delivery and customer experience.
- Monitor customer interactions, ensuring effective and efficient resolution of inquiries while maintaining a high standard of quality.
- **Issue Resolution:**
- Act as the point of escalation for complex customer issues and inquiries, leveraging creativity and resourcefulness to achieve solutions.
- Analyze trends in customer feedback and service requests to identify opportunities for improvement.
- **Collaboration with Other Teams:**
- Partner with other departments, such as sales, product development, and operations, to ensure a consistent customer experience across the organization.
- Liaise with relevant teams to develop and implement customer-oriented programs and strategies.
- **Performance Metrics & Reporting:**
- Track and analyze key performance indicators (KPIs) related to customer support, providing recommendations for enhancements.
- Prepare and present regular reports to management regarding customer satisfaction trends and operational efficiency.
- **Continuous Improvement:**
- Review and refine support processes and workflows to optimize productivity and customer engagement.
- Stay updated on industry trends and best practices related to customer service and support.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communication, or a related field.
- **Experience:** Minimum of 5 years in customer support or a related field, with at least 2 years in a managerial role.
- **Personality Traits:**
- Driven: Demonstrates ambition to achieve goals and improve processes.
- Hardworking: Commits to putting in the necessary time and effort to succeed.
- **Soft Skills:**
- Teamwork: Ability to collaborate effectively with various stakeholders and maintain strong working relationships.
- Creativity: Employ innovative solutions to improve customer experiences and enhance team performance.
- **Technical Skills:**
- Familiarity with customer support software (e.g., Zendesk, Salesforce) and CRM systems.
- Proficiency in data analysis tools and methodologies for tracking performance metrics.
**Benefits:**
- Competitive salary with paid overtime opportunities.
- Comprehensive disability insurance.
- Opportunities for travel and networking across global offices.
- Work-life balance initiatives and programs to promote employee well-being.
**Working Environment:**
At State Street Corp., we emphasize the importance of work-life balance and strive to create a supportive environment that prioritizes employee well-being. We encourage open communication, continuous learning, and a healthy synergy among our team members.
**Application Deadline:**
Please submit your application by October 6, 2024.
**Equal Opportunity Statement:**
State Street Corp. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
