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Customer Service Manager

7 months ago

Brisbane, Australia ARG Workforce Full time

Full Time Positions
- Attractive Salary
- Immediate Start

**Responsibilities of this role include**:

- Ensuring the service department policies, procedures and standards are being administered by all staff;
- Reviewing existing customer service policies and procedures and assisting with updates and refinements
- Providing advice and assistance to customers on all after-sales matters relating to vehicles, parts and service and addressing any and all concerns within the scope of works provided;
- Coordinate and participate with investigating and solving customers' problems and complaints, which may be complex or long-standing problems that have been passed on by customer service assistants, including delegating and assisting with the handling of customer complaints or any major incidents; Issuing compensation to customers;
- Reviewing, developing and implementing systems to maintain accurate records of discussions or correspondence with customers; analyzing statistics or other data to determine the level of customer service provided;
- Liaise directly with the key management staff at their OEMs/brands’ offices in Australia to understand and manage implementation of service offerings.
- Ensure that the dealership meets its OEM franchise obligations whilst maximizing customer communication and experience.
- Developing feedback or complaints procedures;
- Support business growth and development.

**Role Requirements**:

- Formal qualifications at Diploma level or higher in Business Management, Client Management / Retention or similar will be highly favoured
- At least two (2) years of relevant employment experience required in addition to formal qualifications, or at least five (5) years of relevant employment experience.
- Effective English communication and presentation skills
- Ability to convey complex information or ideas to clients clearly
- Knowledge of customer relationship management including assessing customer needs, meeting customer expectations and evaluation of customer satisfaction
- Strong analytical and creative skills, and an understanding of consumer thinking.
- Computer literate relevant to systems within this type of business.
- QLD drivers license or ability to obtain.
- Salary will be $70,000-$85,000 depending on experience and the position. These are Full Time positions, with an immediate start._
- Thank you._