Customer Support Manager

3 weeks ago

Byron Bay, Australia Lifecykel Labs Pty Ltd Full time

Mycelium Biotech Services Pty Ltd in Byron Bay, NSW is looking for a full-time **Customer Support Manager** to join our busy and growing team Mycelium Biotech Services Pty Ltd is part of the Mycelium Biotechnology Group (of which one of the many entities associated with such is Life Cykel).

**Life Cykel** is evolutionary mushroom biotechnology company that is harnessing the great potential that mushrooms possess We deliver incredible products to those looking to upgrade their wellness and reach their true potential. All of our extracts are professionally developed and rigorously tested by our in-house scientists.

**Position overview**:
We are looking for an Customer Support Manager to join our growing business to assist with organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

**Qualifications / Experience required**:

- You will have at least three years of relevant experience in a similar role
- Strong understanding of customer service principles and best practices
- Strong negotiation, communication, and interpersonal skills, with the ability to build and

maintain effective relationships

**Responsibilities include the following**:
∙ Developing and reviewing policies and procedures for staff in regards customer relations, such as delivery schedules, return procedures / returns forms to be followed by staff.

∙ Managing customer service staff and holding meetings to ensure procedures are being met and any issues that need to be raised.

∙ Planning and implementing after-sales services to follow up customer satisfaction. How quickly are products redelivered if incorrect, are credits paid and organised in due time. Are the returns forms being used correctly etc.

∙ Working closely with purchasing (or other Depts) to ensure all adhoc, custom stock is managed internally for key accounts and contracts are signed and received.

∙ Monitor, measure and identify customer trends/increased usage in relation to orders. Preparing and completing action plans.

∙ Implementing production, productivity, quality, and customer-service standards.

∙ Resolving problems; completing feedback surveys with key accounts

∙ Liaise with other service units and customers to ensure operational efficiencies within the business

∙ Determine customer service requirements by maintaining contact weekly with admin and sales staff on a regular basis.

∙ Analysing customer feedback and performance metrics to identify areas for improvement and drive service excellence.

∙ Training and mentoring customer service staff to ensure they are equipped to meet the evolving needs of customers.
- Exhibiting proficiency in tools such as Gorgias, Shopify, PayPal, and various e-commerce

Remuneration on offer between $75K to $79K depending on experience.

Pay: $75,000.00 - $79,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift

**Experience**:

- Customer Service Management: 3 years (required)

Work Authorisation:

- Australia (required)

**Location**:

- Byron Bay, NSW 2481 (required)

Work Location: Hybrid remote in Byron Bay, NSW 2481

Application Deadline: 11/11/2024

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