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Customer Service Manager

1 month ago

Clayton, Australia Bosch Group Full time

Company Description

With a proud history dating back 136 years, the Bosch Group now employs roughly 400,000 people across 165 countries. As a leading IoT company, Bosch offers innovative solutions for smart homes, smart cities, connected mobility, and connected manufacturing. The Bosch Group’s strategic objective is to deliver innovations for a connected life. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is “Invented for life.” To this day, Bosch remains privately owned, with 94% held by a charitable trust. Bosch is a rather special company.

**Job Description**:
Bosch Automotive Service Solutions are currently offering an opportunity for a highly motivated and enthusiastic individual to join us as a Customer Service Manager within our Automotive Aftermarket Division. The role is based at our Head Office in Clayton and may involve occasional domestic and international travel.

Position responsibilities will include:

- Responsibility for the Customer Service operations across all channels and business units of the Automotive Aftermarket Division
- Ownership of the process and technology roadmap for Customer Service and overall Service telephony, to build capability, best practice and knowledge
- Leadership of the design and implementation of the optimal customer experience across the entire journey relating to Customer Service interactions.
- Ownership of the Day-to-Day customer operations to ensure high standards and met, KPI fulfilled. Responsible for leading the implementation or resolution of internal tasks/projects in a timely manor
- Maintenance and high level of stakeholder engagement with the Heads of Business and related service functions

Demonstrated experience in the following is required
- Setting the mission and vision for customer service team, clearly and regularly updates all stakeholders and team members on the journey to reach a "Gold Standard"
- Defining the process and technology roadmap based on all stakeholder inputs, aligns with heads of businesses and overseas timely implementation of implementation
- Overseeing the team development, through regular coaching, mentoring, training and implementing solutions to increase the team’s knowledge and capability
- Maintaining excellent understanding of customer’s needs, pain points and expectations of what excellence looks like.
- Prepares customer experience journey and solution design for improvements based on all stakeholder inputs, aligns with head of businesses and overseas timely implementation of implementation
- Monitoring the daily operational performance and leads the team to reach or exceed define KPI's, whilst allowing for the team to function with a high degree of autonomy
- Actively seeks out obstacles that limit team's effectiveness and defines solutions to overcome these barriers
- Overseeing all projects, and supports solution specialists with oversight and guidance to ensure required outcome are met on time
- Maintaining regular engagement with other Heads of Department and Heads of business to exchange customer service operational status, customer feedback and other stakeholder feedback
- Ensuring that trust is an embedded as a core principle and realised across for both and internal and external stakeholders

**Qualifications**:
We are looking for _a Customer Service Manager with significant, demonstrated, hands on experience, a conscientious professional with the ability to work across multiple business units, manage diverse topics and priorities, and to establish effective relationships and influence and inspire change across all levels of an organisation_.
- Leadership is key - proven hands-on experience leading, coaching, mentoring to develop your team
- Ability to improve and design future strategies
- Comprehensive understanding of a high performing Call Centre
- Passion to provide excellent customer experience and create a positive and dynamic team culture
- Excellent communication skills (Written and verbal)
- High attention to detail, analytical and outcome driven
- Naturally curious, resilient, empathetic
- Ability to deal with multiple complex, and sometimes messy issues effectively under time constraints
- Ability to effectively collaborate and influence outcomes with a wide range of stakeholders, many virtually.
- Ability to define and implement solutions that are technology driven and automated
- A strong self-starter and problem solver that can work autonomously and, in a team environment
- Designing and implementing Customer Experience strategies
- Significant experience with customer service-related technology solutions (CRM, Ticketing, Self-service etc.)
- MS Office Suite experience

Preferable skills include.
- SAP experience Sales / Service
- Salesforce Service CRM experience
- Genesys contact centre solutions
- Project and Process Management experience

Additional Information

Bosch Autom

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