Senior Customer Service Manager

7 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $120,000
Job Description

We are looking for a Senior Customer Service Manager to join our team. As the leader in hearing care, we combine innovative solutions with a personal touch to create exceptional experiences for our customers.

The successful candidate will be responsible for leading a team of customer service representatives to handle engagement with third parties as well as new and existing clients via various channels including inbound/outbound calls, and email enquiries/referrals.

This role requires a strong relationship between internal teams and external partners such as insurance companies, BUPA-ADF, QLD-WC and any other organisations with whom we obtain strategic partnerships. Promote our brand and quality of services to build a strong relationship resulting in sustainable and continuous customer referrals to our stores.

You will also be responsible for devising specific action plans to meet key performance indicators and providing feedback and ideas for the operational environment.

In addition, you will drive recognition programs to motivate staff to meet business targets by organising incentive programs on a monthly and quarterly basis.

This is an exciting opportunity for a customer-focused individual who is passionate about delivering exceptional service and results-driven.

  • Lead a team of customer service representatives to handle engagement with third parties as well as new and existing clients via various channels
  • Develop strong relationships between internal teams and external partners such as insurance companies and other organisations
  • Devising specific action plans to meet key performance indicators and providing feedback and ideas for the operational environment
  • Drive recognition programs to motivate staff to meet business targets
  • Ensure compliance and adherence to agreed service level agreements with various external partners
  • Collect and analyse data by actively seeking feedback from the team around potential complaints, retention rates etc.
  • Prepare reports on team key performance indicators and overall performance
  • Undertake probationary review exercises for new starters in the team
  • Identify potential performance issues and take timely actions
  • Conduct performance management discussions with relevant staff
  • Proactively share best practices and other relevant knowledge and experiences with all team members

We offer a supportive and dynamic work environment where you can develop your skills and advance your career.

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