Customer Service Manager

1 month ago

Sydney Olympic Park, Australia El Jannah Full time

**Big flavour, big opportunity**

El Jannah is a name (and feast) on the lips of many. A family-owned business from humble beginnings, El Jannah thrives off plating up simple, soulful Lebanese-Australian food to its rapidly expanding cult-following. With such an exciting expansion phase, we’re on the hunt for a passionate, experienced Customer Service Manager to join our EJ family.

**The purpose (and flavour) of the role**

As a brand bringing elevated hype around Legendary Charcoal Chicken (and our famous garlic sauce) you will be responsible to lead the team of Customer Service Agents based onshore and offshore to assist El Jannah customers effectively with inquiries. The Manager will ensure all standard policies and escalations from customers are resolved in a timely manner and the service level agreement is upheld.

**Key EJ responsibilities**
- The creation and management of a 7-day working roster for agents.
- Ensure incidents are resolved on “first contact” by agents.
- Maintain a call time, calls handled and first call resolution average according to KPIs.
- Prioritise calls based upon business impact
- Promote the Support service and encourage user feedback
- Take an active role in the training and mentoring of junior support staff.
- Provide training for end users when required
- Identify trends in customer support issues
- Ensure operational efficiencies are upheld within the contact centre.
- Creating documentation for junior contact centre staff
- Working with external partners to respond to the everchanging customer expectations
- Manage staff to be available between 9am - 11pm, 7 days a week.
- Deal directly with customers and franchisees to resolve escalations.
- Have meetings with team members on performance.
- Active involvement in customer service-related projects

**Essential criteria**
- Highly motivated, team-oriented, responsible, and focused on exceeding expectations.
- Possess excellent communication and presentation skills.
- Strong issue resolution skills and an ability to think under pressure
- A desire to improve and expand his/her skill set in a variety of technical and business areas.
- The ability and desire to work both as part of team and individually.
- Must provide superior customer service to customers
- Be able to solve problems creatively and efficiently.
- Able to manage competing priorities and handle multiple tasks simultaneously.
- 3 years’ experience in call centre dealing with customers
- Demonstrated ability to help train and develop others

Hungry to be our next Customer Service Manager? The feeling’s mutual. Submit your updated CV via the link provided. We cannot wait for you to become a part of our El Jannah family.

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

**Salary**: $60,000.00 - $80,000.00 per year

**Benefits**:

- Salary packaging

Schedule:

- 8 hour shift
- Monday to Friday
- Morning shift

Ability to commute/relocate:

- Sydney Olympic Park, NSW 2127: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)

Work Location: In person

Application Deadline: 21/07/2023

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