**Job Title:** Online Customer Service Manager
**Company:** United Continental Holdings
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6+
---
### Job Description
United Continental Holdings is seeking a motivated and reliable Online Customer Service Manager to join our dynamic team in Brisbane. This part-time role presents a unique opportunity for an experienced professional to lead our online customer service efforts. You will be responsible for ensuring exceptional service delivery, enhancing customer satisfaction, and leveraging innovative solutions to address customer needs.
### Key Responsibilities
- **Team Leadership:** Oversee and manage the online customer service team, providing coaching, feedback, and support to ensure high performance and engagement.
- **Customer Interaction Management:** Develop and implement strategies for effective online customer interactions, ensuring all customer inquiries and concerns are addressed promptly and professionally.
- **Performance Analysis:** Monitor and analyze key performance indicators (KPIs) related to customer service, providing reports and insights to senior management for continual improvement.
- **Problem Resolution:** Utilize strong problem-solving skills to address and resolve complex customer issues, ensuring an efficient and effective resolution process.
- **Process Improvement:** Identify opportunities to enhance online customer service processes and initiatives, promoting a culture of continuous improvement and innovation within the team.
- **Training and Development:** Design and lead training programs for new hires and existing team members to uplift the team's service capabilities and adherence to company standards.
- **Collaboration:** Work closely with marketing, sales, and product teams to align customer service initiatives with overall business goals and marketing strategies.
- **Customer Feedback:** Collect and analyze customer feedback to gain insights into service performance and areas for potential enhancement.
- **Technology Utilization:** Leverage customer service tools and technology to improve the efficiency and effectiveness of online customer interactions.
- **Policy Implementation:** Ensure compliance with the company's policies and procedures regarding online customer service, maintaining high standards of service quality.
### Requirements
#### Educational Experience:
- Bachelor's degree in Business Administration, Communication, Marketing, or a related field is preferred.
#### Professional Experience:
- Minimum of 6 years of experience in customer service management, preferably in an online setting, with a proven track record of leading teams.
#### Personal Attributes:
- Motivated: A self-starter who demonstrates initiative and a proactive approach to achieving objectives.
- Reliable: A dependable individual known for consistency in delivering results and meeting commitments.
#### Soft Skills:
- **Presentation Skills:** Strong ability to present ideas clearly and effectively to both small and large groups.
- **Problem-Solving Skills:** Exceptional analytical skills to identify issues and develop effective solutions.
#### Technical Skills:
- Proficiency in customer service software and platforms, as well as Microsoft Office Suite (Excel, Word, PowerPoint).
- Familiarity with data analytics tools is a plus.
### Benefits
- Competitive hourly wage with paid overtime.
- Opportunities for training and professional development.
- Gym membership to promote health and wellness.
### Working Environment
Join a dynamic workplace that values teamwork, fosters innovation, and encourages shared success across all levels of the organization.
### Application Deadline
Please submit your application by **October 19, 2024**.
**Equal Opportunity Statement:**
United Continental Holdings is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified candidates regardless of race, gender, disability, sexual orientation, or any other aspect that makes you unique.
---
If you are passionate about customer service and have the experience and skills to manage a high-performing online team, we invite you to apply for this exciting opportunity.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
