Customer Support Manager

3 days ago


Byron Bay, Australia Life Cykel Full time

Mycelium Biotech Services Pty Ltd in Byron Bay, NSW is a leading provider of innovative mushroom-based products. We are seeking a highly skilled Customer Support Manager to join our team and contribute to our growth and success.

As a Customer Support Manager, you will be responsible for overseeing the operations of our call or contact centres, reviewing customer services, and maintaining sound customer relations. You will work closely with our purchasing department to ensure that all ad-hoc and custom stock is managed internally for key accounts and contracts are signed and received.

The ideal candidate will have at least 3 years of relevant experience in a similar role and possess strong negotiation, communication, and interpersonal skills. You will be responsible for developing and reviewing policies and procedures for staff in regards customer relations, managing customer service staff, and planning and implementing after-sales services to follow up customer satisfaction.

You will also be responsible for monitoring, measuring, and identifying customer trends/increased usage in relation to orders, preparing and completing action plans, and implementing production, productivity, quality, and customer-service standards. Additionally, you will be responsible for resolving problems, completing feedback surveys with key accounts, and liaising with other service units and customers to ensure operational efficiencies within the business.

The successful candidate will have a deep understanding of customer service principles and best practices, as well as proficiency in tools such as Gorgias, Shopify, PayPal, and various e-commerce applications. A solid grasp of e-commerce principles is essential, and you will be required to train and mentor customer service staff to ensure they are equipped to meet the evolving needs of customers.

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



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