Customer Service Manager
1 day ago
Customer Service Manager - Hybrid (Work From Home & Office)
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Why is OfficeHQ the company for me?
OfficeHQ is a global virtual reception company with a huge growth agenda. We support thousands of businesses with virtual reception solutions and we're continuously launching new products to help businesses grow. We are a well-respected industry leader and currently have a vacancy for a Customer Service Manager in our Australian team (based in our Maroochydore office in Queensland).
What benefits are available?
flexible working, with three days per week working from home
great team environment
work-life balance
wellness and reward program benefits
parking pass available for days in the office
exposure to global markets
ethical, environmentally-conscious and charitable employer
What will my day-to-day look like?
You will lead and inspire the Australian Customer Experience team to deliver against all customer service goals and to ensure relevant targets are met. Leveraging multi-channel platforms, you will ensure our clients, new and existing, receive the highest level of service. You will undertake analysis of issues and opportunities to drive a continuous improvement culture, resulting in improved business outcomes.
In your new role, you will :
Lead, support and inspire the team to deliver exceptional service
Recruit, onboard, upskill and coach team members to a high standard
Assist your team to achieve and exceed performance targets
Develop and improve standard operating procedures
Create a first-contact resolution culture to minimise follow-ups
Oversee payments and collections processes to ensure efficiency
Collect, analyse and act upon customer insights to improve experiences
Build positive relationships with clients, big and small
What skills and experience do I need?
We're looking for a positive, engaging leader withcustomer service experience in any industry.We pride ourselves on the strength of our relationships, so you'll need to be authentic, reliable and enjoy collaborating as part of a team.
You'll also need :
3+ years' experience in a leadership role
experience managing a customer service team
outstanding written and verbal communication skills
demonstrated negotiation and complaint resolution skills
aptitude and passion for learning new and sometimes complex software
exposure to self-service adoption and leveraging automation
experience with call centre software and helpdesk ticketing is well regarded
private workspace with a high-speed NBN connection
ability to commute to our Maroochydore (Qld) office
Sounds great How do I apply?
If you are looking to advance your professional career in customer service, click apply and upload cover letter and CV now
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Salary match Number of applicants Skills match
Your application will include the following questions : Which of the following statements best describes your right to work in Australia? What's your expected annual base salary? How much notice are you required to give your current employer? How many years' experience do you have as a Customer Service Team Leader? As this is a hybrid role, are you able to commute to the Sunshine Coast office two days per week?
To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
What can I earn as a Customer Service Manager
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