Head of Customer Services Melbourne

2 weeks ago

Melbourne, Australia Contour Personnel Pty Ltd Full time

Melbourne location
- Permanent / Full Time
- Great and supportive team environment

Contour Personnel are a leading HR and executive search agency based in Australia and we are partnering with a leader in the latest beauty, skin care and personal care trends to secure
**Head of Customer Services **for them. Our client have wide offerings from product formulation to branding and packaging to navigating complex retailer and distribution relationships and launching product into the market.

As the Head of Customer Service will oversee and assist customer service employees across

all global locations in the performance of their job duties. This will include but won’t be limited to responding to customer inquiries and resolving issues or complaints, resolving escalated customer service issues and complaints and supervise, manage and train customer service

representatives.

**Your Responsibilities**:

- Manages a global team of customer service representatives and ensures they comply with company guidelines particularly related to quality of service
- Recruitment and training new employees in the customer service policies, procedures, and best practices
- Organizing and overseeing the global schedules and work of assigned staff
- Conducting performance evaluations that are timely and constructive
- Monitoring or reviews calls or other correspondence between representatives and customers
- Collecting data and prepares reports on customer complaints and inquiries
- Running monthly reporting summarizing the assigned customer service team’s performance
- Preparing knowledge-based documents such as summaries and responses to frequently asked questions
- Identifying opportunities to update or improve customer service procedures and makes recommendations to the leadership or other appropriate staff
- Assisting with budget preparation for the Customer Service department

**Your Qualifications/Experience**:

- Bachelor’s degree in related discipline with at least 5-7 years of global customer service experience
- Experience with consumer products and/or beauty/cosmetic products highly desired
- Excellent management and supervisory skills
- Excellent verbal and written communication skills
- Fluent in English and Tagalog
- Organized with attention to detail
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour
- Ability to coach and mentor customer service representatives
- Proficient in Google Suite/Google Docs
- Experience in customer service software tracking/data entry
- Oracle NetSuite experience highly preferred

The role is based for the clients office in Melbourne and salary range is $90K-$100K plus superannuation.

Our client is committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, gender, gender identity or expression, or veteran status. They are proud to be an equal opportunity workplace.

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