**Job Title:** Customer Service Manager - Work from Home
**Company:** Twenty-First Century Fox
**Location:** Austin, Texas, US
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 7
**Job Description:**
Twenty-First Century Fox is seeking an experienced and dynamic Customer Service Manager to join our team of dedicated professionals. This position is a part-time, work-from-home role aimed at enhancing our customer experience and ensuring superior service delivery. The ideal candidate will have a minimum of 7 years' experience in customer service management, showcasing strong leadership skills and a resilient personality that would thrive in a fast-paced and evolving environment.
**Responsibilities:**
1. **Team Leadership and Development:**
- Lead, motivate, and mentor a team of customer service representatives to achieve performance goals.
- Conduct regular training sessions to enhance team skills and product knowledge.
- Provide continuous feedback and coaching to team members to ensure high standards of customer service.
2. **Performance Management:**
- Monitor and evaluate team performance using set KPIs and metrics; provide reports to upper management.
- Implement strategies to enhance productivity and improve customer satisfaction scores.
- Identify and address performance issues promptly and effectively.
3. **Customer Experience Optimization:**
- Establish and maintain quality control standards to ensure all customer interactions result in exceptional service.
- Handle escalated customer complaints and resolve issues promptly, maintaining a strong focus on customer retention.
- Analyze customer feedback and service metrics to develop and implement action plans for improvement.
4. **Collaboration and Coordination:**
- Work collaboratively with other departments to align customer service initiatives with company strategic goals.
- Participate in cross-functional projects aimed at enhancing customer experience and satisfaction.
- Facilitate communication between customers and various departments to ensure smooth service delivery.
5. **Strategic Initiatives:**
- Develop and implement customer service policies and procedures that align with the company's objectives.
- Foster a culture that encourages innovation, exploration, and calculated risk-taking for growth.
- Stay updated on the latest trends and technologies in customer service to continually improve our offerings.
6. **Analytical Reporting:**
- Prepare and present data-driven reports on customer service trends, team performance, and customer satisfaction to stakeholders.
- Use insights from data analysis to support strategic decision-making and resource allocation.
**Requirements:**
- **Experience:**
- Minimum of 7 years in customer service, with at least 3 years in a managerial role.
- **Education:**
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- **Skills:**
- Strong leadership and people management skills to inspire and empower team members.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
- Analytical thinking and problem-solving capabilities to address customer challenges efficiently.
- **Personality Traits:**
- Confident and decisive, able to make informed decisions quickly.
- Resilient under pressure, maintaining composure and effectiveness in challenging situations.
- **Soft Skills:**
- Highly developed organizational skills with a focus on multitasking and meeting deadlines.
- Strong conflict resolution skills, with a diplomatic approach to handling disputes and issues.
**Benefits:**
- Paid sick leave
- Paid overtime
- Disability insurance
**Working Environment:**
At Twenty-First Century Fox, we encourage a spirit of exploration and support employees in taking calculated risks for growth. We value innovation and aim to provide an environment that facilitates professional development and the pursuit of excellence.
**Deadline to Apply:** ********
**Equal Opportunity Statement:**
Twenty-First Century Fox is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
