Customer Service Manager

4 weeks ago

Bentley, Australia R Group International Pty Ltd Full time

About the business

Based in Bentley, we are an ICT service provider, looking for an outstanding communicator to provide excellent customer service, ensuring the job is done to completion and exacting standards, and within strict deadlines.

The Customer Service Manager is the face of our company, the first person our customers speak to, our prime ambassador, day or night. The prime responsibilities of the role will be:

- Prioritisation and delegation of tickets to the service desk engineers balancing changing priorities, workloads and complexity based on skillset.
- Providing direction and feedback to team members and facilitating recruitment - screening process and interviewing.
- Ensuring operational efficiency within the contact centre - motivating and developing staff, aligning training requirements with company expectations.
- Developing and reviewing documentation and procedures to maximise positive customer experience.
- Mobilisation of senior technicians to various external sites including facilitating onboarding, inductions, medicals, and flights.
- Liaising with clients and technicians to facilitate onsite visits.
- Liaising with internal and external clients to ensure client expectations are met and exceeded.

Communication and Attitude
- Excellent command of the English language including accurate spelling and grammar
- Outstanding verbal and written communications skills - consistently warm, confident, positive, courteous and professional
- Ability to communicate with a wide range of people at all hierarchical levels of organisations and in a variety of industries
- Willingness to take on additional tasks with a 'can do' attitude
- Humility and confidence
- Reliable and collaborative team player
- Flexibility around the companies needs and deadlines, including out of hours, weekend and public holiday work as required
- Genuine enjoyment at delivering sometimes demanding quality customer service

To be successful in this role you will need:

- Ability to multi-task, and adapt to constant changing priorities and direction
- Team leadership skills
- a proactive approach
- Exceptional interpersonal skills to deal with all manner of internal and external clients
- Affinity for computer systems and technology
- Knowledge of the Microsoft Office suite including Teams based calling
- Customer Service experience (Min 3 years)
- Experience within a service desk environment (Min 2 years)
- Leadership experience (min 2 years)
- Datto - Autotask experience (min 2 years)
- Diploma in Business and/or Customer Service Management
- Service Desk troubleshooting experience (min 2 years)
- An understanding of DOCSIS
- ITIL Certification
- Standard Driver's License

Please send through your covering letter and CV to be considered for this role. No agencies please.

**Salary**: $55,000.00 - $70,000.00 per year

Schedule:

- 8 hour shift

**Experience**:

- Customer Service: 2 years (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person

Application Deadline: 10/04/2024

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