Customer Service Director
1 week ago
Sales Mate Group is a leading sales, marketing and BPO specialist with over 20 years of experience in various industries. We have partnered with major companies in Australia and pride ourselves on our knowledge, expertise, and customer satisfaction.
Our brand is built on quality relationships and interactions with our people, partners, and customers. We love the products we represent and strive to provide exceptional customer experiences.
The OpportunityWe are seeking an experienced Customer Service Manager to lead our call centre team. The ideal candidate will have Team Leader experience, excellent customer service skills, and extensive knowledge of the energy industry.
This is a full-time role involving inbound and outbound calls to acquire customers for our clients. The primary focus is on delivering exceptional customer experiences through proactive communication and relationship-building.
Key Responsibilities- Lead and motivate our call centre team to achieve exceptional customer satisfaction
- Monitor individual performance and provide coaching and development training as needed
- Review and enhance existing systems and processes to ensure customer-centricity
- Manage after-sales processes to maintain high customer satisfaction levels
- Resolve customer complaints and document incidents, actions, and resolutions
- Liaise with clients regarding customer dissatisfaction and provide feedback on improvement opportunities
- Adhere to Sales Mate's capability and compliance best practice framework
- Analyse performance data and report to relevant stakeholders
- You possess excellent human relations skills and can effectively negotiate with customers
- You are highly committed, enthusiastic, and energetic with a strong sense of personal responsibility
- You are technically proficient and able to work from home with a suitable setup
- You are available to work Monday to Friday between 10:30am and 7:00pm and Saturdays between 11:00am and 5:00pm
- You are self-motivated and able to work independently
- An hourly rate plus short-term incentives and superannuation benefits
- A flexible work arrangement that allows you to work from home
- Access to cloud technology solutions that enhance your productivity
- $73,309 annual salary
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