Customer Service Manager

2 weeks ago

Surfers Paradise, Australia International Business Pty Ltd Full time

We are a rapidly growing international education agency looking for an experienced and qualified Customer Service Manager to join our team. Our central head office is located in Surfer Paradise - QLD and you will be managing and collaborating with our team members in 3 different cities - to mainly South American international students.

Responsibilities: Training and managing employees to ensure that their customer service skills are honed; eventually managing the operation of a separate customer service department of our company. The primary goal is to ensure the retention of profitable customers through providing added value to their customer experience. This is done by instilling in employees, the need to actively listen to customers, be empathetic towards their problems, and be efficient in providing worthy solutions. Assist staff and provide quality information on the Australian Education Framework, provide advice on courses for the ELICOS/VET/High Education sectors. Build courses package as per student needs.

Duties and Tasks:
Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Create and publish Customer Service handbook and policies. This is to achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Improve customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes.
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Accomplishes information systems and organization mission by completing related results as needed.

Indicative Required Skills (You must have) At least a Diploma or higher level of management and business-related qualifications; or At least 3 years’ experience as a Customer Service Manager Experience in drafting and publishing a Customer Service Policy and Procedure Manual.

Pay: $70,000.00 - $85,000.00 per year

Schedule:

- Fixed shift
- Monday to Friday
- No weekends

**Experience**:

- Customer service: 3 years (required)

Work Authorisation:

- Australia (required)

Work Location: In person

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