Customer Service Manager

3 days ago

Melbourne, Australia Sharp & Carter Full time

CBD location - close to train / tram routes & great coffee shops
- Newly created role - growing business
- GREAT office culture - lots of laughs, banter as well as hard work

**About the role**

Our client is currently experiencing exciting growth, mainly due to the hard work of the Customer Experience team, who consistently go above and beyond for their customers to resolve any questions, issues or concerns They are the face and voice of the business and critical to how our client has dramatically increased their profits. This is a newly created Management position where you will report to the Director of Customer Experience and lead a large team of Customer Service Consultants to deliver strategy outcomes. This position requires someone with management experience. If you are looking for a STEP UP, love working and leading teams in Customer Service and want to be a part of a fast growing Australian business, then this could be the role you have been looking for

**Responsibilities**

Reporting in to the Director of Customer Experience, you will manage and lead a dynamic and fast-paced team. Your responsibilities will include but not be limited to;
- Manage all aspects of the Customer Service call centre team
- Manage and oversee daily operation, workflow, resources, output and administration to be in line with business goals and daily targets
- Coordinate and lead team meetings, and liaise with team leaders
- Implement projects, improve processes, and drive positive change and best-practice in an agile environment
- Train and develop Customer Service consultants and implement development plans and career progression plans
- Coordinating orders, deliveries and logistics
- Manage all key metrics and reporting for the Customer Service team to ensure optimal performance

**Skills / Experience**

Our client is seeking a vibrant and passionate Customer Service Manager who will bring a motivated and agile attitude to this role, and drive continuous improvement and excellence in customer experience. You will be skilled in the following areas;
- Managing and leading a large and dynamic customer service team to achieve excellence in all areas, with at least 3 years of experience in a customer service management role
- Skilled in driving improvement and working across a multitude of projects
- Proficient in Microsoft Office and Zendesk (or similar software programs)
- Demonstrated understanding of customer service/call center metrics and reporting
- Excellent communication and stakeholder management skills, with the ability to work in a collaborative team
- High level of attention to detail and the ability to follow through with all work, and go above and beyond
- Ability to create, plan, monitor and execute action plans

**About the client**

A leading Australian Retailer, our client runs a highly successful E-commerce business as well as operating over 300 stores nationally. This business has gone through a phenomenal growth phase over the past 18 months which has allowed the business to continue to hire outstanding talent through this period.

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