**Job Title: Online Customer Support Manager**
**Company: Newell Brands**
**Location: Canberra, Australian Capital Territory, AU**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6+**
**Job Description:**
Newell Brands is seeking a dynamic and driven Online Customer Support Manager to join our vibrant team in Canberra. This part-time position is perfect for someone who thrives in a fast-paced and engaging work environment and is passionate about delivering exceptional customer service. The ideal candidate will bring a wealth of experience in online customer support management, demonstrating leadership qualities and a resourceful mindset to enhance the customer experience.
**Key Responsibilities:**
1. **Leadership & Team Management:**
- Lead a team of online customer support representatives, fostering an inclusive and positive work culture.
- Provide training, coaching, and performance feedback to enhance team capabilities and improve overall customer satisfaction.
- Set team goals and metrics, monitor performance, and implement strategies for continuous improvement.
2. **Customer Interaction:**
- Oversee and respond to customer inquiries through various online channels, ensuring timely and accurate resolutions.
- Address escalated customer issues with professionalism and empathy, facilitating a positive resolution.
- Monitor customer feedback through surveys, reviews, and direct communications to identify trends and areas for improvement.
3. **Performance Analysis:**
- Analyze customer support metrics and generate reports to track team performance and customer satisfaction levels.
- Utilize data-driven insights to develop and refine support processes and policies.
- Identify opportunities for system or process enhancements based on support trends and customer feedback.
4. **Strategy Development:**
- Collaborate with marketing and product teams to create holistic strategies that align customer support with business objectives.
- Develop and implement online self-service resources and knowledge bases to empower customers to find solutions independently.
- Stay informed about industry trends and best practices in online customer support, proposing innovative strategies to enhance our service offerings.
5. **Cross-Functional Collaboration:**
- Work closely with other departments such as Sales, Product Development, and IT to ensure alignment and provide seamless customer experiences.
- Participate in company initiatives aimed at enhancing overall customer satisfaction and brand loyalty.
6. **Resource Management:**
- Efficiently manage staffing, scheduling, and workflow to ensure adequate coverage for peak times.
- Direct budgetary decisions regarding customer support tools and resources, ensuring effective allocation of departmental resources.
**Requirements:**
- **Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 6 years of experience in customer support, with at least 2 years in a management or supervisory role.
- Proven experience managing online customer support teams and utilizing CRM software.
- **Personality Traits:**
- Adaptable to changing situations and prepared to pivot strategies to meet evolving customer demands.
- Resourceful problem-solver capable of finding innovative solutions to customer issues.
- **Soft Skills:**
- Strong leadership abilities with a focus on team collaboration and motivation.
- Exceptional analytical skills, capable of interpreting data and translating findings into actionable strategies.
- Excellent verbal and written communication skills.
**Benefits:**
- Profit sharing opportunities to reward your contributions.
- Paid Time Off (PTO) to promote work-life balance.
- Enjoy complimentary food to keep you energized and engaged throughout the day.
**Working Environment:**
At Newell Brands, we strive to create a work environment that is joyful and vibrant. Our team thrives on collaboration, creativity, and generous recognition of our collective contributions to success.
**Application Deadline:**
Candidates interested in this position are encouraged to apply by **October 22, 2024.**
**Equal Opportunity Statement:**
Newell Brands 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, 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.
