**Job Title:** Remote Customer Support Manager
**Company:** Publix Super Markets
**Location:** Melbourne, Victoria, AU
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience Required:** 6
**Job Description:**
Join the team at Publix Super Markets as a Remote Customer Support Manager. In this pivotal role, you will lead our customer support team with a focus on delivering exceptional service while ensuring our customers' needs are met efficiently and effectively. Your strong leadership skills, combined with your experience in customer support management, will help you drive performance and create an environment that fosters collaboration and growth.
**Key Responsibilities:**
- **Team Leadership:** Lead and supervise the remote customer support team, providing ongoing training, support, and mentorship to ensure high levels of performance and engagement.
- **Performance Management:** Monitor team performance metrics, conduct regular evaluations, and implement strategies for improvement. Provide feedback and coaching to team members to help them reach their full potential.
- **Customer Interaction:** Address complex customer inquiries, complaints, and escalations promptly and professionally, ensuring customer satisfaction and retention.
- **Process Improvement:** Analyze existing customer support processes and identify areas for improvement. Implement best practices and innovative solutions to enhance the customer experience.
- **Collaboration:** Work closely with cross-functional teams, including marketing, sales, and product development, to address customer feedback and drive operational efficiency.
- **Research and Analysis:** Conduct research to understand customer needs, preferences, and behaviors. Utilize data analysis to make informed decisions that enhance the overall customer experience.
- **Reporting:** Prepare and present regular reports on team performance, customer feedback, and operational metrics to upper management.
- **Strategic Planning:** Contribute to the development and execution of customer support strategies that align with the company's goals and objectives.
- **Training Development:** Develop comprehensive training materials and programs to onboard new customer support team members and enhance the skills of existing staff.
- **Technology Utilization:** Leverage customer support tools and technologies to streamline operations, enhance communication, and improve service efficiency.
**Qualifications:**
- Bachelor's degree in Business, Communications, or a related field preferred.
- Minimum of 6 years of experience in customer support, with at least 3 years in a management or leadership role.
- Proven track record of driving team performance and achieving customer satisfaction goals.
- Strong analytical skills with a data-driven approach to decision-making.
- Proficiency in customer support software and tools (e.g., CRM systems, ticketing software).
- Excellent verbal and written communication skills, with an ability to tailor your message for diverse audiences.
**Key Traits and Skills:**
- **Driven:** Demonstrate a strong work ethic and motivation to achieve results.
- **Reliable:** Consistently dependable in meeting deadlines and fulfilling commitments.
- **Team Player:** Cultivate a collaborative work environment and establish strong relationships within the team.
- **Research-oriented:** Ability to gather information, analyze trends, and apply insights to enhance service delivery.
**Benefits:**
- Free accommodation to support your remote working setup.
- Paid Time Off (PTO) to promote a healthy work-life balance.
- Disability insurance for added peace of mind.
**Working Environment:**
At Publix Super Markets, we cultivate a sense of ownership and responsibility at every level. We encourage our team members to take initiative and contribute to a positive and innovative workplace culture.
**Application Deadline:** October 22, 2024
To apply, please submit your resume and a cover letter detailing your relevant experience and qualifications.
**Equal Opportunity Statement:**
Publix Super Markets 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.
