**Job Title:** Online Customer Service Manager
**Company:** Entergy
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6+
**About Entergy:**
Entergy is a leading energy provider dedicated to delivering safe, reliable, and affordable power to our customers. With a commitment to sustainability and innovation, we strive to enhance the communities we serve. We are looking for talented individuals who share our values and are eager to contribute to our mission.
**Job Description:**
Entergy is seeking a skilled and motivated Online Customer Service Manager to join our team in Canberra. In this part-time role, you will be responsible for overseeing the online customer service operations, ensuring exceptional support for our customers while upholding Entergy's commitment to excellence. You will lead a team of customer service representatives, strategize to enhance customer satisfaction, and collaborate with various departments to streamline processes and solutions.
**Responsibilities:**
- **Team Leadership:** Manage and mentor a diverse team of online customer service representatives, fostering a culture of teamwork, accountability, and continuous improvement.
- **Customer Support Excellence:** Develop and implement comprehensive customer service strategies to ensure a seamless experience across all online channels, including chat, email, and social media.
- **Performance Monitoring:** Regularly assess team performance, utilizing key performance indicators (KPIs) to identify areas for growth, provide constructive feedback, and recognize achievements.
- **Issue Resolution:** Act as an escalation point for complex customer inquiries, demonstrating strong problem-solving skills and resolving issues quickly and effectively.
- **Process Improvement:** Analyze customer service trends and metrics to identify opportunities for process enhancements and innovative solutions, driving improved efficiency and customer satisfaction.
- **Training and Development:** Design and deliver engaging training programs for team members, ensuring they are equipped with the necessary tools and skills to provide outstanding service.
- **Collaboration:** Work closely with cross-functional teams, including marketing, product development, and technical support, to address customer feedback and improve service offerings.
- **Policy Compliance:** Ensure all customer service operations comply with Entergy's policies and quality standards while adhering to industry regulations.
- **Reporting:** Prepare and present regular reports on team performance, customer feedback, and operational metrics to senior management, suggesting actionable changes when necessary.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Experience:** Minimum of 6 years in customer service management or a similar role, with a proven track record of leading online support operations.
- **Skills:**
- Exceptional communication skills, both written and verbal, with the ability to connect with customers on different platforms.
- Strong research and analytical skills to gather data, identify trends, and develop actionable insights.
- Creative problem-solver, capable of generating innovative solutions to complex challenges.
- Proficient in customer service software and tools, data analysis, and reporting.
- **Personality Traits:**
- Hardworking: Demonstrate a strong work ethic and a commitment to achieving goals and meeting deadlines.
- Resilient: Ability to thrive under pressure and adapt to changing circumstances, maintaining a positive attitude.
- **Availability:** Flexibility to work part-time hours, including evenings and weekends as needed.
**Benefits:**
Entergy offers a comprehensive benefits package that includes:
- Paid sick leave
- Medical coverage
- Company-provided equipment
- Recognition and rewards based on performance and merit
**Working Environment:**
At Entergy, we prioritize a supportive working environment where performance and merit are recognized and rewarded. Our team members are encouraged to pursue excellence, embrace challenges, and contribute to a positive workplace culture.
**Application Deadline:**
Please submit your application by October 13, 2024.
**Equal Opportunity Statement:**
Entergy 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 to join our team.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
