Customer Service Manager

1 week ago

Surrey Hills, Australia Trident Financial Group Full time

**Who we are**

Trident Financial Group is a boutique financial service firm that focuses on small to medium sized enterprises. Our clients range from startups to scaleups, family businesses, family offices and highly successful entrepreneurs. We aim to provide one-stop financial services from accounting, lending, business advisory and virtual CFO, etc., to cater our clients’ demands. Over years we have earned an excellent reputation and a highly successful corporate/commercial practice.

**Who we are looking for**

Our clients are doing amazing things and so is our team In response to clients’ increasing needs for financial brokage, we are now seeking an experienced **customer service manager** to join our team. You will have lots of autonomy and flexibility in how and when you work. You will need to be highly organised, very people focused, love to communicate to people of varied backgrounds and enjoy being part a multicultural team.

You have ideally developed your career in reputable organisations with strong corporate/commercial experience, and a pragmatic approach with superior communication ability with bilingual skills. You are a team player, focused on team growth and goals, as well as your own professional and personal goals.

**Responsibilities**
- Enhance operational efficiency by monitoring performance, optimizing processes, and implementing best practices to improve service quality.
- Provide guidance and feedback to team members, assist with recruitment, and ensure the team is well-trained and capable of effectively handling customer inquiries.
- Lead, motivate, and develop customer service staff, fostering a positive work environment and promoting continuous improvement.
- Develop and evaluate policies, programs, and procedures related to customer relations and service offerings to ensure they align with customer needs and organizational standards.
- Plan and execute after-sales services to monitor customer satisfaction, evaluate services performance, and implement adjustments to enhance service quality.
- Collaborate with other departments, including accounting, finance and investment team, to identify and address customer expectations, ensuring a unified and responsive approach to service delivery.

**Skills and Experiences**
- Minimum of 3 years of relevant experience in customer service management within large organizations is preferred.
- Strong understanding of customer service best practices and performance management.
- Strong understanding of public relations strategies, stakeholder management, and brand reputation management.
- Excellent communication skills, with fluency in Chinese (Mandarin and Cantonese) and English is preferred.
- Demonstrated ability to lead and manage a team effectively, as well as work independently when required.
- Tertiary qualifications in related fields are preferred but not essential.

Want to know more?

Pay: $80,000.00 - $100,000.00 per year

**Experience**:

- Customer service: 3 years (preferred)

**Language**:

- Mandarin (preferred)
- Cantonese (preferred)

Work Location: In person

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