Customer Service

5 months ago

Richmond, Australia Astra green solutions Full time

we leverage cutting-edge technology and extensive industry expertise to provide highly efficient, cost-effective, and environmentally responsible Heat Pump Hot Water systems.

As a fully certified and accredited provider of Energy Efficient Products, we comply with the Commonwealth Renewable Target (RET), NSW Energy Saving Scheme (ESS), and The Victorian Energy Upgrades (VEU) program, ensuring our commitment to sustainability and energy conservation.

Our “customer success Department” contributes to maintaining customer satisfaction through timely and efficient post-installation service resolution.

**About the role Client Success Manager**

We are seeking a highly motivated and customer-focused individual

The role contributes to maintaining customer satisfaction, cost control, and efficient post-installation service within the organization.

**Role**:

- Technical skills and knowledge preferably gained in a plumbing/service department along with data analysis and CRM system proficiency
- Verbal and written communication skills, problem-solving, customer service along with strong dispute-resolution and complaint-handling skills
- Team Leadership: Lead a team of two service technicians, providing guidance, support, and supervision to ensure efficient and effective service operations.
- Service Coordination: Coordinate service schedules, assignments, and dispatching of technicians to ensure prompt response to customer inquiries, service requests, and emergencies.
- Customer Communication: Serve as the primary point of contact for customer inquiries, concerns, and escalations, ensuring excellent communication and resolution of issues to maintain customer satisfaction.
- Technical Support: Provide technical expertise and support to service technicians as needed, assisting with troubleshooting, diagnostics, and resolution of complex service issues related to heat pumps.
- Quality Assurance: Implement and enforce quality standards and best practices to ensure the delivery of high-quality service, adherence to safety protocols, and compliance with industry regulations.
- Training and Development: Develop training programs and provide ongoing coaching and development opportunities for service technicians to enhance their skills, knowledge, and performance.
- Performance Monitoring: Monitor and evaluate the performance of service technicians, conducting regular performance reviews, setting performance goals, and providing constructive feedback for improvement.
- Documentation and Reporting: Maintain accurate records of service activities, including service reports, work orders, and customer feedback, and generate regular reports on service performance, trends, and KPIs.
- Continuous Improvement: Identify opportunities for process improvement, cost reduction, and efficiency enhancement within the service department, implementing relevant initiatives to optimize service delivery and customer satisfaction.
- Compliance: Ensure compliance with company policies, procedures, and safety regulations, as well as relevant industry standards and codes of practice.
- Collaboration: Collaborate with other departments, such as sales, engineering, and product management, to address customer needs, resolve technical issues, and contribute to product improvement and development initiatives.

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

**Salary**: $49,439.81 - $70,000.00 per year

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Performance bonus

Work Location: In person

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