Job Description:
NiSource is seeking a dynamic and experienced Online Customer Support Manager to join our team in Melbourne, Victoria. As a leading provider of energy services, NiSource is dedicated to creating a better future for our customers and communities. The Online Customer Support Manager will play a crucial role in ensuring that our customers receive exceptional service and support through our digital channels.
Responsibilities:
- Manage a team of online customer support representatives to ensure timely and effective resolution of customer inquiries and issues
- Oversee the development and implementation of online support strategies to enhance customer satisfaction and retention
- Analyze customer feedback and data to identify trends and opportunities for improvement
- Collaborate with cross-functional teams to address systemic customer issues and improve the overall customer experience
- Develop and maintain key performance indicators (KPIs) to measure the effectiveness of online support initiatives
- Provide coaching and training to team members to enhance their performance and professional development
Requirements:
- Bachelor's degree in Business Administration, Marketing, or related field
- 8+ years of experience in customer support or related field, with a proven track record of success
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to work in a fast-paced environment and handle multiple priorities simultaneously
- Adaptable and motivated personality traits
- Proficiency in Microsoft Office suite and CRM software
- Soft skills in persuasion and negotiation
- Experience in managing remote teams is preferred
Benefits:
- Profit sharing
- Retirement plan
- Company equipment
Working Environment:
At NiSource, we value autonomy and independence, trusting our employees to excel in their roles. We provide a supportive and collaborative work environment where creativity and innovation are encouraged.
Equal Opportunity Statement:
NiSource is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable laws. We are committed to building a diverse and inclusive workforce and encourage all qualified individuals to apply.
Deadline to Apply: July 15, 2024
If you are passionate about delivering exceptional customer service and are looking for a rewarding opportunity to make a difference, we encourage you to apply for the Online Customer Support Manager position at NiSource in Melbourne, Victoria. Join us in shaping a brighter future for our customers and communities.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
