Online Customer Support Manager

Job Description:

Norfolk Southern is seeking a dynamic Online Customer Support Manager to join our team in Perth, Western Australia. As the Online Customer Support Manager, you will be responsible for overseeing the online customer support team and ensuring efficient and effective customer service delivery. This is a part-time position at the Associate Level, requiring a minimum of 5 years of experience in a similar role.

Responsibilities:
- Lead a team of online customer support representatives and ensure they provide exceptional customer service through various channels such as email, chat, and social media.
- Monitor and analyze customer interactions to identify trends and areas for improvement.
- Develop and implement strategies to enhance the online customer support experience and drive customer satisfaction.
- Collaborate with other departments to address customer issues and provide timely resolutions.
- Train and mentor team members to ensure they are equipped to handle customer inquiries professionally and efficiently.
- Monitor team performance and provide regular feedback to support their growth and development.
- Stay updated on industry trends and best practices in online customer support to continuously improve processes.

Requirements:
- Energetic and reliable individual with a positive attitude.
- Strong emotional intelligence to effectively understand and address customer needs.
- Excellent cooperation skills to collaborate with cross-functional teams.
- Proven experience in managing a customer support team in an online environment.
- Proficient in using customer support tools and software.
- Excellent communication and problem-solving skills.
- Bachelor's degree in Business Administration or a related field is preferred.

Benefits:
- Dental insurance
- Medical coverage
- Relocation allowance

Working Environment:
At Norfolk Southern, we strive to cultivate leaders who foster inclusivity and mentorship. We believe in providing our employees with a supportive and collaborative work environment where everyone has the opportunity to succeed and grow.

Deadline to Apply: July 12, 2024

Equal Opportunity Statement:
Norfolk Southern is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We celebrate diversity and do not discriminate based on 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.