**Job Title:** Customer Service Manager - Work from Home
**Company:** Marsh & McLennan
**Location:** San Jose, California, US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
**Job Description:**
Marsh & McLennan is seeking a highly qualified and motivated Customer Service Manager to join our remote team. This part-time position offers an excellent opportunity for an experienced professional to lead our customer service department while maintaining the flexibility of a work-from-home environment. We are looking for a resourceful and passionate individual who thrives on providing exceptional customer experiences and is dedicated to fostering a collaborative and motivated team atmosphere.
**Key Responsibilities:**
1. **Team Leadership:**
- Manage day-to-day operations of the customer service team, ensuring goals and performance metrics are met.
- Provide ongoing training, coaching, and support to team members to promote skill development and improve service delivery.
- Conduct regular team meetings to share updates, celebrate successes, and address challenges.
2. **Customer Experience Management:**
- Develop and implement customer service policies, procedures, and best practices to enhance customer satisfaction.
- Monitor customer inquiries and complaints across various platforms, ensuring timely and effective resolution to maintain positive relationships.
- Drive initiatives to identify opportunities for improving service efficiency and effectiveness based on customer feedback.
3. **Reporting and Analysis:**
- Collect and analyze customer service metrics, preparing reports to assess trends, team performance, and areas for improvement.
- Provide insights and recommendations to senior management based on data analysis to better align strategies with customer needs.
4. **Cross-Departmental Collaboration:**
- Work closely with other departments including Sales, Marketing, and Product Development to relay customer insights and enhance overall service offerings.
- Collaborate with IT and other staff to facilitate seamless technologies and tools in support of the customer service function.
5. **Strategic Planning:**
- Contribute to the formulation of customer service strategies in line with Marsh & McLennan's overall goals and objectives.
- Stay updated on industry trends, customer service technologies, and best practices to maintain competitive advantage.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communication, or a related field is preferred.
- **Experience:** Minimum of 7 years of experience in customer service, with at least 3 years in a managerial role.
- **Skills:**
- Strong leadership qualities with demonstrated ability to inspire and motivate a team.
- Exceptional interpersonal and communication skills to effectively engage with both staff and customers.
- Proficiency in customer service software and CRM systems.
- Excellent problem-solving skills with a resourceful approach to overcoming challenges.
- Ability to analyze data and make data-driven decisions.
- **Personality Traits:**
- Resourceful – Ability to find quick and clever ways to overcome difficulties.
- Passionate – A strong enthusiasm for customer service and dedication to creating positive customer experiences.
- **Soft Skills:**
- Leadership – Capable of guiding and influencing a team to achieve targeted outcomes.
- Cooperation – Willingness to collaborate and work effectively as part of a team with a focus on collective success.
**Benefits:**
- Medical coverage
- Life insurance
- Paid Time Off (PTO)
**Working Environment:**
At Marsh & McLennan, we promote equality and fairness for all employees. We are committed to creating a diverse and inclusive workplace where all individuals feel valued and empowered.
**Application Deadline:**
Please submit your application by **October 4th, 2024**.
**Equal Opportunity Statement:**
Marsh & McLennan 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.
