Customer Service Manager

2 weeks ago


Perth, Australia Bayside Group Full time

PURPOSE OF THE POSITION
- Responsible for maintaining high customer retention, customer satisfaction and monitoring customer complaints as well as contacting service customers after their visit to monitor quality control and satisfaction.
- RESPONSIBILITIES- Handling complaints and queries (from both customers and staff)
- Maintain accurate records and files of documentation
- Identify and implement strategies to improve quality of service, productivity, and profitability
- Lead staff by example with compliance to all policies and procedures
- Establishing work goals and standards of performance for staff members
- Identify and address staff training and coaching needs
- Help build good customer relations
- Organising staff meeting
- Preparation of reports, updating customer records, etc.
- Responsible for customer retention and sales
- Create and lead a supportive team environment for seamless operational efficiency and customer experience
- Employee development and performance management
- Monitor all staff KPIs
- Team and management level reporting of KPI
- Training Members, process review, planning and scheduling of workloads
- Conduct performance reviews and feedback

QUALIFICATIONS AND EXPERIENCE
- Minimum qualification required is Diploma / Advance Diploma or equivalent with 2 years mandatory full-time work experience. In the absence of qualification 3 years full time relevant work experience is required.
- SK ILLS AND PERSONAL ATTRIBUTES- Expert understanding and use of Microsoft Office suite
- Ability to provide leadership, guidance, and training to employee members
- Be customer focused, with outstanding verbal and written communication skills
- An enthusiastic, positive, and proactive approach to providing services
- Have effective time management, analytical and problem-solving skills

SALARY $70 - $75k per annum, plus super

Reference Number: CSM01

Profession: Call Centre & Customer Service

Date Posted: 10-Feb-2023



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