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Customer Service Manager

1 month ago

Osborne Park, Australia Next Bike Australia PTY LTD Full time

**Position: Customer Service Manager**

**Location**: Osborne Park, Western Australia
**Employment Type**: Full-Time
**Salary Range**: $80,000 - $90,000 annually + Super.

**Company Overview**:
Next Bike Australia PTY LTD is a leading provider in the cycling industry, offering innovative and tailored solutions to our global client base. With operations spanning across multiple countries, we pride ourselves on delivering exceptional service and fostering long-term relationships with our customers worldwide.

**Position Overview**:
**Key Responsibilities**:

- Lead and manage the customer service team to deliver high-quality support to both local and international clients.
- Develop and implement strategies to improve customer satisfaction and loyalty, ensuring adherence to global service standards.
- Coordinate and collaborate with teams across various countries to streamline processes and resolve cross-border client issues.
- Utilize international experience to tailor service approaches to diverse cultural and regional customer needs.
- Establish and monitor key performance indicators (KPIs) to ensure the team consistently meets service delivery targets.
- Oversee customer feedback mechanisms and ensure continuous improvement in service delivery.
- Train and mentor, the customer service team, incorporating global best practices and tools for customer relationship management.
- Manage escalated customer complaints and issues, ensuring swift and satisfactory resolution.
- Regularly liaise with stakeholders in other countries to ensure a cohesive global customer service strategy.
- Stay updated on industry trends and regulatory requirements, ensuring the company remains compliant with relevant standards.

**Key Requirements**:

- Minimum 2 years of international customer service management experience, with a proven track record of overseeing diverse teams and client bases.
- Experience working within global markets, preferably with exposure to US, UK, European, or other international customer service operations.
- Strong leadership skills with the ability to inspire, motivate, and manage a team across various levels.
- Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders from different cultural backgrounds.
- Proficiency in customer relationship management (CRM) software and global customer service systems.
- Demonstrated ability to handle high-pressure situations, particularly in resolving escalated customer complaints across different regions.
- Strong analytical and problem-solving skills, with a focus on continuous improvement of service delivery.
- Familiarity with Australian customer service standards and local market preferences is desirable but not essential.

*

**Why Join Us?**
- Be a part of an internationally focused company with a strong commitment to customer service excellence.
- Opportunity to bring your global expertise to a rapidly growing market in Australia.
- Work in a supportive and dynamic environment where innovation and improvement are encouraged.
- Competitive salary and benefits package, with opportunities for career progression.

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

Pay: $85,000.00 - $95,000.00 per year

Schedule:

- Monday to Friday

Work Authorisation:

- Australia (preferred)

Work Location: In person