Customer Service Manager

1 month ago

Parramatta Park, Queensland, Australia Michael Page Full time
Overview

Michael Page is seeking a highly skilled Customer Service Manager to lead our Western Sydney team. This is an excellent opportunity for an experienced professional to take their career to the next level and make a significant impact in customer satisfaction.

Job Description

A Customer Service Manager is responsible for overseeing the daily operations of our customer service department, ensuring that all customer inquiries and complaints are handled promptly and effectively.

  1. Team Leadership: Hire, train, and manage a high-performing team of customer service representatives.
  2. Performance Monitoring: Set performance goals, evaluate staff performance, and provide feedback and coaching to ensure individual and team growth.
  3. Customer Satisfaction: Ensure customer inquiries and complaints are handled efficiently, with a focus on achieving high customer satisfaction levels.
  4. Process Improvement: Develop and implement policies and procedures to enhance service efficiency and quality.
  5. Problem Resolution: Handle escalated customer issues and find timely, effective solutions.
  6. Reporting: Analyse service metrics and prepare reports to track performance and identify areas for improvement.
  7. Collaboration: Work with other departments to ensure a seamless customer experience and address systemic issues.
  8. Technology Utilisation: Oversee the use and maintenance of customer service software and tools.
  9. Budget Management: Manage the customer service department's budget and resources.
  10. Strategy Development: Contribute to the development of customer service strategies and initiatives to improve overall service delivery.
What We Offer

We offer a competitive salary package and comprehensive benefits, including:

  • Competitive Salary: $90,000 - $110,000 per annum
  • Career Growth Opportunities: Advance your career with ongoing training and development opportunities
  • Supportive Environment: Be part of a collaborative team that values your input and expertise
  • Community Impact: Make a difference in the lives of our customers and community
Requirements

To be successful in this role, you will need:

  1. Strong Leadership Skills: Ability to motivate, guide, and manage a team effectively.
  2. Excellent Communication Skills: Clear and effective verbal and written communication skills.
  3. Problem-Solving Abilities: Skilled in identifying issues and implementing solutions swiftly.
  4. Empathy and Patience: Understanding and addressing customer concerns with patience and care.
  5. Organisational Skills: Efficient in managing multiple tasks, priorities, and deadlines.
  6. Customer-Centric Mindset: Commitment to providing exceptional customer service and improving customer satisfaction.
  7. Analytic Thinking: Ability to analyse data and metrics to drive performance improvements.
  8. Adaptability: Flexibility to handle changing environments and unexpected challenges.
  9. Technological Proficiency: Comfortable using customer service software and tools.
  10. Positive Attitude: Maintaining a positive outlook and inspiring the same in their team.

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