Customer Service Manager

3 weeks ago

Clayton, Australia AN LONG ELECTRONICS PTY LTD Full time

**Main Responsibilities**:

- Team Leadership and Management_: Supervising and leading a team of customer service staff, ensuring they are adequately trained, motivated, and equipped to handle customer inquiries and concerns.
- Customer Relations_: Building and maintaining positive relationships with customers by ensuring timely and effective resolution of issues and inquiries, as well as gathering feedback to improve service quality.
- Policy and Procedure Development_: Developing and implementing customer service policies and procedures in line with company objectives and Australian consumer protection laws.
- Quality Assurance_: Monitoring and evaluating customer service interactions to ensure quality standards are met and identifying areas for improvement.
- Performance Management_: Setting performance targets for the customer service team and conducting regular evaluations to assess individual and team performance.

Conflict Resolution: Handling escalated customer complaints and resolving disputes in a fair and satisfactory manner, while adhering to company policies.
- Training and Developmen_t: Providing ongoing training and development opportunities for customer service staff to enhance their skills and knowledge, including customer service techniques, product knowledge, and communication skills.
- Data Analysis improvement analyzing_: customer service data to identify trends, patterns, and areas for improvement and preparing reports for management review.
- Cross-functional Collaboration_: Collaborating with other departments, and operations to ensure a seamless customer experience across all touchpoints.
- Compliance and Risk Management_: Ensuring compliance with relevant regulations, such as privacy laws and consumer rights legislation, and mitigating risks associated with customer service operations.
- Technology Utilization_: Leveraging technology solutions such as customer relationship management (CRM) systems, chatbots, and social media platforms to improve efficiency and effectiveness of customer service operations.
- Budget Management_: Managing the customer service department budget effectively, including allocation of resources for staffing, training, technology, and other operational needs.

**Skills and Experience Requirements**:

- AQF associate degree or bachelor’s degree in business related field.
- Experience of 2-3 years in a related position.
- You must have full working rights in Australia.
- **Only eligible and shortlisted applicants will be contacted.**_

**Job Types**: Full-time, Permanent

Pay: $75,000.00 - $80,000.00 per year

Work Authorisation:

- Australia (preferred)

Work Location: In person

Application Deadline: 12/05/2024

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