Customer Service Leadership Opportunity

4 weeks ago


Melbourne, Victoria, Australia Six Degrees Executive Full time
About the Business

Six Degrees Executive is proud to represent a proud Australian family company, a leading global designer, manufacturer, and supplier of Automotive, Seating, Industrial, Marine, and Transportation Hardware. With over a century of delivering business solutions, our client continues to evolve and grow.

About the Role
As a Customer Service Manager, you will play a pivotal role in streamlining and centralising the customer experience platform. Your key responsibilities will include establishing and implementing a centralised Customer Service function that integrates phone, email, and e-commerce streams, enhancing customer interactions, and ensuring a seamless service experience. With a centralised system already set up and trialled over the past 12 months, our client is seeking an experienced CS professional to lead the team and drive ongoing improvements.

Key Responsibilities
• Develop and manage a team of 4-5 people to handle customer inquiries, redirecting complex issues to branches as needed.
• Create and implement a customer experience framework, including board reports on customer experience health and wellbeing.
• Oversee daily operations, monitoring customer interactions to ensure high-quality service and maintaining service KPIs.
• Manage the integration and implementation of a new Teams-based telephone system, with a planned rollout in 8-12 weeks.

Requirements
• 10+ years of customer service experience.
• 5+ years of supervisory experience.
• Proven experience in a small to medium business environment.
• Proficiency in customer service software and ERP systems, particularly Pronto.
• Strong problem-solving, decision-making, and leadership skills.
• Excellent communication, organisational, and multitasking abilities.
• A solution-focused, strategic thinker who can adapt to changing work environments.

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