Customer Experience Manager for Energy Sales

2 days ago


Melbourne, Victoria, Australia Sales Mate Group Full time
About Us

Sales Mate is a sales, marketing and BPO specialist with over 20 years of experience across various industries. We have partnered with some of Australia's biggest names.

Our brand is defined by our passion for the products we represent and our commitment to quality relationships with our people, partners, and customers.

The Opportunity

We are seeking an experienced Customer Service Manager to lead our call centre team in acquiring customers for our clients. The ideal candidate will have Team Leader experience and extensive knowledge of the energy industry.

Job Description

This is a full-time inbound and outbound role responsible for managing our Call Centre Team that proactively acquires customers for a range of clients. The primary focus is on customer service, selling our suite of products via inbound/outbound call centre activity, while ensuring all interactions are a positive experience.

Flexibility and confidence are required in this role as additional clients and products may be added to our outbound tele sales suite.

Key Responsibilities
  • To motivate and lead our call centre team through regular encouragement
  • Monitor individual performance and provide coaching/development training to call centre agents
  • Review and enhance existing systems and processes to deliver exceptional customer experiences
  • Manage after-sale processes, prioritizing customer satisfaction and modifying processes where necessary
  • Find resolutions for customer situations and document incidents, complaints, actions, and resolutions within our internal database
  • Liaise with clients regarding customer dissatisfaction and provide feedback on improving services
  • Adhere to Sales Mate's capability and compliance best practice framework
  • Analyse performance data and report to relevant touchpoints within Sales Mate
About You
  • High human relations skills
  • Developed negotiation skills
  • Personal commitment, enthusiasm, and energy
  • Tech proficiency with computer access and ability to work from home with a suitable setup
  • Availability: Monday to Friday (10.30am-7.00pm), Saturday (11am-5pm)
  • Self-motivation
What We Offer
  • Hourly rate + short-term incentives + superannuation
  • Flexible work arrangement – working from home
  • Cloud technology solutions integrated into your home office setup
  • $73,309 annual salary


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