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Customer Service Manager
2 weeks ago
Here at Careerhouse, we carefully select and partner with industry leading educators and learning institutions to provide relevant, practical and interactive courses.
We are looking for an experienced and hands-on Customer Service Manager to lead and mentor our team. The right individual will have the capability to elevate our student experience to new heights.
Reports to: Director
Purpose: This role will be working directly with the Sales Manager to lead and mentor sales consultants and student support team. This role will play a crucial part in driving revenue growth by delivering excellent customer service and student engagement.
Qualifications and requirements:
- Diploma level or higher qualification; or,
- 3 years relevant experience.
Tasks and responsibilities:
- Manage and oversee the student support team with the day-to-day administrative and student services operations, ensuring efficiency throughout.
- Develop, implement and maintain new student support protocols to align with new organisational developments, whilst maintaining good customer relations
- Manage, process and report on all cancellation requests, working closely with the Sales Manager to ensure that monthly enrolments can be finalised in an effective and timely manner
- Develop, coach and motivate team members to ensure we are providing a high level of customer service.
- Assisting Sales Manager with recruitment processes.
- Establish and maintain student records and enrolments, including Confirmation of Enrolments, Statement of Attainments and Final Certificates
- Planning and managing the student support calendar to ensure timely follow up for students who require additional support.
- Drive and collect, through the team, positive student Google Reviews and Testimonials
- Liaise with Sales Manager and Director to ensure quality of service provided is to the required standard.
- Manage and oversee the student support team to review assignment submissions from students, allocating assignments to tutors and manage communications between students and tutors for satisfactory completion
Pay: $75,000.09 - $80,000.00 per year
**Benefits**:
- Referral program
Schedule:
- Fixed shift
Supplemental pay types:
- Performance bonus
**Education**:
- Diploma (required)
**Experience**:
- Management: 3 years (required)
Work Authorisation:
- Australia (required)
Work Location: In person
