Customer Service Leader

5 days ago

Canberra, ACT, Australia beBeeCustomerService Full time $70,000 - $90,000

Job Title: Customer Service Leader

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This is a leadership role that requires a professional with exceptional customer service skills and experience in team management. The ideal candidate will have a strong understanding of employment legislation, sales strategies, and customer relations.

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The successful applicant will be responsible for managing a team of customer service representatives, ensuring that they provide high-quality service to customers. This includes resolving customer complaints, handling inquiries, and escalating complex issues to senior management.

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In addition to their technical skills, the ideal candidate will possess excellent communication, negotiation, and interpersonal skills. They will be able to work effectively in a fast-paced environment, managing multiple priorities and meeting deadlines.

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The salary for this role is competitive, ranging from $70,000 to $90,000 per year. However, we are unable to disclose the exact salary range at this time.

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Key Responsibilities:

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  • Recruitment, Human Resource, and Team Management:\
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    • Arrange advertising of job vacancies, conduct interviews, and assess applicants.\
    • Facilitate the selection process for hiring staff.\
    • Maintain personnel records and manage human resource information systems.\
    • Provide advice on workplace relations policies, staff performance, and disciplinary matters.\
    • Provide direction, feedback, and support to team members.\
    • Assist in staff recruitment and inductions.\
    • Ensure conditions of service, salaries, and promotional opportunities are communicated effectively.\
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      • Client and Employee Relations:\
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        • Secure signed agreements with clients and manage the process from initiation to completion.\
        • Ensure employees' timesheets are accurate and processed promptly.\
        • Manage and develop staff providing customer services.\
        • Plan and implement after-sales services to enhance customer satisfaction and improve services.\
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          • Legal Compliance, Dispute Resolution, and Enterprise Agreements:\
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            • Study and interpret legislation, awards, collective agreements, and employment contracts.\
            • Negotiate terms of employment and resolve disputes and grievances.\
            • Develop enterprise agreements or collective contracts.\
            • Oversee workplace consultative committees and employee participation initiatives.\
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              • Sales and Brand Management:\
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                • Establish, maintain, and expand the customer base.\
                • Develop and implement sales strategies to maximize sales and customer loyalty.\
                • Increase business opportunities through various routes to market.\
                • Promote the organization's services to a wider audience and enhance brand image and loyalty.\
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                  • Image and Reputation Management:\
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                    • Develop and implement strategies to build and maintain the organization's image and reputation.\
                    • Increase sales of the company's services through effective brand promotion and customer relationship management.\
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                      • Reporting, Feedback, and Market Research:\
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                        • Provide regular reports to Directors on recruitment, sales, and customer engagement.\
                        • Collect customer feedback and conduct market research.\
                        • Stay updated with products and monitor competitor activities.\
                          • \

Requirements:

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  • Suitable certification or relevant experience.\
  • Proven experience in recruitment, sales, and team management roles.\
  • Strong understanding of employment legislation, sales strategies, and customer relations.\
  • Excellent communication, negotiation, and interpersonal skills.\
  • Ability to manage multiple priorities in a fast-paced environment.\
  • At least 2 years of experience in a similar environment.\
    • ],

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