**Job Title:** Customer Support Manager
**Company:** Computershare
**Location:** Melbourne, Victoria, AU
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 5
**Job Summary:**
Computershare is seeking a dedicated and experienced Customer Support Manager to lead our customer support team in Melbourne. This part-time role is ideal for a resilient and resourceful individual who thrives in a fast-paced environment. You will be instrumental in enhancing customer satisfaction, driving team performance, and creating a culture of excellence. If you have a passion for delivering outstanding customer experiences and a knack for people management, we invite you to apply.
**Key Responsibilities:**
- **Team Leadership:** Oversee the daily operations of the customer support team, providing guidance and support to ensure high standards of service. Lead by example, motivating team members to excel in their roles.
- **Customer Engagement:** Develop and implement strategies to enhance customer engagement and satisfaction. Address complex customer inquiries, providing timely resolutions and ensuring a positive customer experience.
- **Performance Management:** Monitor and analyze team performance metrics, identifying areas for improvement. Conduct regular performance reviews and provide constructive feedback and coaching to team members.
- **Training and Development:** Design and implement training programs that develop team members' skills and knowledge. Ensure that the team is equipped with the necessary tools and information to assist customers effectively.
- **Research and Analysis:** Conduct ongoing research to stay updated on industry trends and customer preferences. Utilize data-driven insights to inform and improve customer support strategies.
- **Collaboration:** Work closely with other departments, including Sales, Marketing, and Product Development, to ensure cohesive communication and a unified approach to customer satisfaction.
- **Problem Resolution:** Identify and resolve customer complaints and issues in a timely manner, ensuring that appropriate follow-up actions are taken to prevent recurrence.
- **Reporting:** Prepare and present monthly performance reports to senior management, highlighting key achievements, challenges, and action plans.
**Requirements:**
- **Experience:** Minimum of 5 years in a customer support or customer service management role, preferably within the financial services or technology sectors.
- **Education:** Bachelor's degree in Business Administration, Management, or a related field is preferred.
- **Personality Traits:**
- Resilient: Able to handle challenging situations with a positive attitude and find effective solutions under pressure.
- Resourceful: Demonstrates the ability to think critically and creatively in problem-solving scenarios, utilizing available resources effectively.
- **Soft Skills:**
- Research: Strong analytical skills with the ability to conduct thorough research and apply findings to improve customer service strategies.
- People Management: Proven ability to lead, mentor, and develop a diverse team, fostering a positive and productive work environment.
- **Technical Skills:** Proficiency in customer support software and tools, as well as Microsoft Office Suite. Experience with CRM systems is a plus.
**Benefits:**
- Parental leave
- Employee discounts
- Company transportation
**Working Environment:**
At Computershare, we are committed to fostering a diverse and inclusive workplace where every employee feels valued and empowered. We strive to create a culture of belonging, and we believe that diversity enhances our ability to innovate and serve our customers effectively.
**Application Deadline:**
Please submit your application by **October 17, 2024**.
**Equal Opportunity Statement:**
Computershare 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, national origin, gender, gender identity, sexual orientation, disability, or veteran status.
If you are ready to contribute to a supportive team and help shape the future of customer support at Computershare, we encourage you to apply!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
