Customer Support Manager

4 weeks ago

Byron Bay, Australia Life Cykel Full time

Mycelium Biotech Services Pty Ltd in Byron Bay, NSW is a leading evolutionary mushroom biotechnology company that is harnessing the great potential that mushrooms possess. We deliver incredible products to those looking to upgrade their wellness and reach their true potential. All of our extracts are professionally developed and rigorously tested by our in-house scientists.

Position Overview:

We are seeking a Customer Support Manager to assist with organizing and controlling the operations of call or contact centres, reviewing customer services, and maintaining sound customer relations.

Key Responsibilities:

∙ Develop and review policies and procedures for staff in regards customer relations, such as delivery schedules, return procedures, and returns forms to be followed by staff.

∙ Manage customer service staff and hold meetings to ensure procedures are being met and any issues that need to be raised.

∙ Plan and implement after-sales services to follow up customer satisfaction, including product redelivery, credits, and returns.

∙ Work closely with purchasing and other departments to ensure all adhoc, custom stock is managed internally for key accounts and contracts are signed and received.

∙ Monitor, measure, and identify customer trends and increased usage in relation to orders, preparing and completing action plans.

∙ Implement production, productivity, quality, and customer-service standards.

∙ Resolve problems, complete feedback surveys with key accounts, and liaise with other service units and customers to ensure operational efficiencies within the business.

∙ Determine customer service requirements by maintaining contact with admin and sales staff on a regular basis.

∙ Analyze customer feedback and performance metrics to identify areas for improvement and drive service excellence.

∙ Train and mentor customer service staff to ensure they are equipped to meet the evolving needs of customers.

∙ Exhibit proficiency in tools such as Gorgias, Shopify, PayPal, and various e-commerce applications, along with a deep understanding of office software, particularly Microsoft Excel, for data analysis and reporting.

Remuneration on offer between $75K to $79K depending on experience.

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