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Customer Service Manager

1 month ago

Broadmeadows, Australia J &S Electrical (AUST) Pty Ltd Full time

J &S Electrical (AUST) Pty Ltd has an opportunity for a highly motivated and experienced customer service manager to join us in our newly created Customer Experience Manager position. Reporting to the Directors - Customer Services, you will manage our Customer Service department, with a number of Customer Service Team Leaders reporting into this role. You will work collaboratively with all divisions of the company, as well as our offshore partners to deliver quality customer service to our customers, identify areas for improvement and identify trends.

Your key deliverables will include delivering service excellence, driving customer experience improvements across the business, managing the team and managing the returns and refunds process. This is a challenging, critical role within J &S Electrical with endless opportunities to collaborate, contribute, influence and impact within a dynamic, complex and interesting setting.

In this role you will be responsible for:

- Managing, coaching and developing members of the Customer Service Team Leaders to support them to succeed in their roles and effectively manage their teams.
- Monitoring and reporting on the performance of the customer service function.
- Coordinating post-sales support on a national basis.
- Overseeing the management of escalated customer complaints, disputes and refunds.
- Maintaining, updating, improving and managing the quality of the returns and refunds process.
- Building and maintaining positive, productive and accountable stakeholder relationships in order to drive and improve the customer experience.
- Taking a proactive role in ensuring the achievement of metrics and KPIs, quality assurance and continuous improvement.
- Contributing to a positive, proactive, customer focused and accountable culture at J &S Electrical.
- Developing and reviewing policies, as well as procedures concerning customer relations to ensure great services and goods are provided to consumers.
- Liaising with other organisations and agents to identify and respond to customers’ expectations.
- Following up with customers to ensure that they are satisfied.
- Planning and Implementing ways to improve the services provided.

We’re looking for someone who has:

- Demonstrated success in a similar role.
- Ability to motivate, influence and negotiate with others to achieve excellent customer service outcomes.
- The ability to establish and maintain positive and productive relationships with stakeholders.
- Excellent written and verbal communication skills.
- High level interpersonal skills, with an approachable and collaborative approach.
- Exceptional problem-solving and dispute resolution mindset and skills.
- The ability to remain positive and lead by example in challenging situations.

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

**Salary**: $75,000.00 - $90,000.00 per year

**Benefits**:

- Employee discount
- Professional development assistance

Schedule:

- 10 hour shift

Supplemental pay types:

- Overtime pay

Work Location: One location

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