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Customer Service Manager
2 weeks ago
**Key Responsibilities**:
- **Policy and Program Development**:
- Develop, review, and implement customer service policies, programs, and procedures that enhance client relationships and improve the overall quality of moving services provided.
- **Team Leadership and Development**:
- Lead and mentor the customer service team, providing direction, feedback, and performance evaluations. Assist with recruiting, training, and developing team members to maintain a high level of service excellence.
- **Customer Experience Management**:
- Plan and execute follow-up services post-move to ensure customer satisfaction. Monitor the performance of services delivered and continuously seek ways to improve based on feedback and industry trends.
- **Cross-Department Collaboration**:
- Work closely with other Dream Movers teams, service agents, and customers to identify and respond to customer needs, ensuring smooth coordination between operations and customer service.
- **Process Improvement and Innovation**:
- Analyse customer feedback and service performance, identifying areas for improvement to enhance customer satisfaction, retention, and overall service quality.
**Qualifications and Skills**:
- Proven experience in a customer service management role, preferably within the moving or logistics industry.
- Strong leadership skills with the ability to motivate and manage a team.
- Excellent communication, organizational, and problem-solving abilities.
- Ability to develop and refine policies and procedures for improved service delivery.
- Customer-focused mindset with a commitment to continuous improvement.
- Portuguese-speaking skills are preferred to effectively communicate with internal teams that may not be fluent in English.
**Job Types**: Full-time, Permanent
Pay: $75,000.00 - $85,000.00 per year
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability
**Language**:
- Portuguese (preferred)
Licence/Certification:
- HR Licence (preferred)
Work Authorisation:
- Australia (required)
Work Location: In person
Application Deadline: 17/10/2024