Customer Service Operations Manager

11 hours ago

Kawana Waters, Queensland, Australia Auto & General Full time
Role Overview

We are seeking a skilled Customer Service Operations Manager to join our team at Auto & General. As a key member of our operations team, you will play a crucial role in delivering exceptional customer experiences.

Key Responsibilities
  • Taking ownership of customer hire car queries and ensuring timely resolution through effective communication and issue escalation as needed.
  • Maintaining up-to-date knowledge of technology and tools provided for administering customer cases, with a focus on maximizing efficiency and quality of service.
  • Adhering to established rosters and schedules, while being adaptable to changing business needs.
  • Demonstrating a commitment to ongoing learning and self-improvement by regularly assessing performance against key metrics and implementing proactive strategies to address areas for growth.
  • Complying with relevant industry legislation, codes, and regulations, as well as company policies and procedures.
  • Fostering strong relationships with internal and external stakeholders, including colleagues, customers, and partners.
  • Collaborating effectively with the team to achieve shared business objectives, participating actively in discussions, and contributing positively to a productive work environment.
Requirements and Qualifications
  • A customer-focused approach with genuine care for individuals and a proven ability to adapt communication styles to suit diverse personalities.
  • Excellent communication skills, with experience in call centre environments and a track record of delivering high-quality interactions.
  • Able to identify customer needs, clarify information, and implement suitable outcomes in a fast-paced environment.
  • Prioritizing tasks effectively, managing workload efficiently, and meeting predetermined deadlines.
  • A team player with strong interpersonal skills, able to build trust, establish collaborative relationships, and contribute to achieving business goals.
  • Calm under pressure, with high resilience levels and a positive attitude towards feedback and continuous improvement.
  • A willingness to learn, grow, and develop professionally.
Benefits and Perks
  • A modern office space overlooking Lake Kawana, providing a unique and inspiring work environment.

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