Customer Service Manager
1 month ago
About Us:
The Removal Brothers is a leading removalist company, providing house moving, delivery services, and event transport logistics to over 2,500 clients annually.
We are seeking an experienced Customer Service Manager to lead our customer service team and ensure exceptional service delivery to our clients.
Key Responsibilities:
\u2022 Lead and manage the customer service team, providing training, support, and performance management.
\u2022 Respond to client inquiries, complaints, and feedback in a timely and professional manner.
\u2022 Oversee the entire customer journey, ensuring a seamless experience from booking to post-service follow-up.
\u2 Oversee the entire customer journey, ensuring a seamless experience from booking to post-service follow-up.
\u2022 Collaborate with the operations and logistics teams to ensure client needs are met efficiently.
\u2022 Implement strategies to improve customer satisfaction, retention, and service processes.
\u2022 Prepare and present reports on customer service metrics and team performance to senior management.
\u2022 Resolve client issues and escalate complaints when necessary to achieve high client satisfaction.
\u2022 Foster a positive and client-centric work environment, ensuring continuous improvement in service delivery.
Key Qualifications and Experience:
\u2022 Minimum 3 years of experience in the removalist industry, managing customer service operations and ensuring client satisfaction.
\u2022 Minimum 3 years of experience in a customer service role in any industry, with a focus on handling client inquiries and complaints.
\u2022 Proficiency in a second language is highly advantageous.
\u2022 Proven ability to manage a team in a fast-paced environment.
\u2022 Strong interpersonal and communication skills with the ability to handle complaints and resolve issues.
\u2022 Excellent organizational skills and the ability to manage multiple tasks and clients simultaneously.
\u2022 Experience in CRM system and managing customer service workflows.
\u2022 Ability to build strong client relationships and drive customer retention.
Benefits:
\u2022 Salary of $74,200 AUD per year
\u2022 Opportunity to work in a dynamic and growing industry.
\u2022 Professional development opportunities.
\u2022 Supportive and collaborative work environment.
", "lang_code": "en"}-
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