Customer Service Manager

2 weeks ago

Brisbane, Australia City Beach Australia Full time

**We are on the lookout for a Customer Service Manager to lead the Customer Service Team based at our Distribution Centre in Murarrie, Brisbane QLD**:
**The Role**:
As the Customer Service Manager, you will be responsible for leading and managing a team of Customer Representatives to ensure that the department operates efficiently and that customers have an exceptional City Beach experience. This will be achieved by ensuring the retention of customers through effective order management and processes and providing high quality customer service.

**How will you contribute?**
- Lead, manage and develop a team of Customer Service representatives and maintain a high team moral.
- Delegate and oversee the departments workload, managing a high volume of customer enquiries and assisting with the management of online orders.
- Oversee and manage the development and ongoing training of newly onboarded and current representatives.
- Ensure department performance expectations are being met by establishing high satisfaction ratings and adhering to service level agreements (SLA).
- Communicate and collaborate with other departments within the company to review and resolve issues encountered with systems, processes, and the website.
- Review, develop and implement effective customer service procedures, policies, and standards to enhance department efficiency and customer experience.

**What do you need to be able to do?**
- Develop, train, and offer continuous support to Customer Representatives.
- Identify any performance inefficiencies and gaps in knowledge to improve on representative’s capabilities by providing monthly performance reviews
- Address and resolve customer complaints which have been escalated by agents, stores or Head Office whilst adhering to City Beach’s policies and principles.
- Provide insights from customer data and feedback to the marketing and retail team to continue growing the organisation and improve customer experience company wide.

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