Head of Customer Service

4 days ago

Surry Hills, Australia DesignCrowd Full time

**Position Title**: Head of Customer Service
- DesignCrowd Pty Ltd_

**Salary**:$140,000 + 10.5% Superannuation

DESIGNCROWD is looking for an experienced HEAD OF CUSTOMER SERVICE for an immediate start. This position is a full-time ongoing position, working 38 hours per week based in Surry Hills, NSW.

**About Us**

Our company operates across the world with customers in the USA, UK, Canada, Singapore, India and the Philippines with our main headquarters in Sydney, Australia (Surry Hills) and a second office in Manila, Philippines.

**About the Role**

The Head of Customer Service will be responsible for the following duties:

- Developing and reviewing policies, programs and procedures concerning customer service team and the operations in our Manila Philippines office
- Reporting on customer service metrics and KPIs
- Ensuring the customer service team meets KPIs including response times and customer satisfaction scores
- Managing (including supervising, providing direction and feedback) to customer service team members and customer service team leads
- Developing staff providing customer service including managing annual reviews
- Leading recruitment for the customer service team and call centre
- Collaborating with team members and managers of other functions including product, finance and marketing
- Managing relationship with suppliers of software, employment services, office and any other services for the customer service team
- Responding to and resolving escalated customer enquiries

**Skills & Experience - Who we’re looking for**:
For this position, it is expected that you would possess the following qualifications, work experience and/or skills:

- Must have at least 7 years’ experience in customer service
- Must have at least 3 years’ experience leading and managing a large customer service team
- Must have a minimum Diploma degree in a relevant field
- Strong organisational skills with an ability to prioritise and multitask
- Strong analytical skills with an ability to interpret data
- Exceptional team leadership skills with an ability to coach, guide and mentor
- Creative thinker with unconventional ideas and an ability to drive change
- High level of resilience & thrive in ever-changing environments

**Job Types**: Full-time, Permanent

**Salary**: $140,000.00 per year

Schedule:

- 8 hour shift

Supplementary Pay:

- Performance bonus

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