Customer Service Manager
1 month ago
**Responsibilities**:
- Manage and oversee a team of customer service representatives
- Develop and implement customer service policies and procedures
- Monitor and analyse customer service metrics to identify areas for improvement
- Train and coach customer service representatives on best practices and company policies
- Resolve escalated customer complaints and issues in a timely and satisfactory manner
- Conduct regular performance evaluations for customer service representatives
- Stay up-to-date with industry trends and developments in customer service practices
- Implement strategies to enhance customer satisfaction and loyalty
- Prepare and present reports on customer service performance to senior management.
- Oversee all customer service operations, ensuring the timely resolution of customer inquiries, complaints, and issues.
- Monitor customer interactions and provide guidance to CS team members and Team Leaders on handling complex or escalated cases.
- Develop and implement efficient and effective processes, workflows, and standard operating procedures to optimise customer service operations.
- Regularly analyse customer service metrics and KPIs to identify areas for improvement and implement strategies to enhance customer satisfaction.
**Salary**: $70,000.00 - $75,000.00 per year
Schedule:
- 8 hour shift
**Experience**:
- Customer relationship management: 2 years (required)
Licence/Certification:
- Victorian Drivers Licence (required)
Work Location: In person
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