Customer Service Manager

Company: Wheelton Investments (Budget Car and Truck Rental Franchise)

About Us:
Wheelton Investments is a leading car rental franchise with nine locations across Melbourne. We pride ourselves on delivering exceptional customer service and creating lasting customer relationships. We're seeking a dynamic Customer Service Manager to lead and elevate our customer service operations.

Role Overview:
As the Customer Service Manager, you will play a key role in ensuring our team delivers the best possible service to our customers. You will be responsible for developing, implementing, and maintaining customer service policies and procedures, training staff on customer service techniques, and overseeing the management of customer feedback and reviews.

Key Responsibilities:

- Develop and Implement Policies: Create and maintain customer service policies, ensuring consistency across all branches.
- Staff Training: Conduct regular training sessions for staff on customer service skills, including handling difficult customers, managing inquiries, and resolving complaints.
- Review Management: Train staff on responding to online reviews and customer feedback. Personally respond to escalated or complex customer reviews.
- Customer Interaction Oversight: Ensure all customer interactions, from inquiries to after-sales support, meet company standards.
- Continuous Improvement: Regularly assess and improve customer service processes to enhance customer satisfaction and loyalty.
- Team Collaboration: Work closely with the branch managers and the social media coordinator to ensure consistent messaging and brand tone in responses.
- Performance Monitoring: Track and monitor customer service metrics, such as customer satisfaction scores and review ratings, providing insights for improvement.
- Problem Resolution: Handle complex customer service issues and escalations, providing guidance and support to staff in resolving disputes.
- Feedback Collection: Implement systems for collecting and analysing customer feedback to inform future improvements.

**Requirements**:

- At least 1 year of proven experience in customer service management
- At least a Diploma qualification in a relevant field.
- Strong leadership skills, with the ability to coach, train, and inspire staff.
- Excellent verbal and written communication skills.
- Experience with creating and implementing customer service policies and procedures.
- Strong problem-solving abilities and experience handling escalated customer issues.
- Familiarity with online review platforms (Google, Yelp, etc.) and social media.
- Ability to multitask and prioritize in a fast-paced environment.
- Proficiency in Chinese (Cantonese or Mandarin) is preferred but not required.
- Holds a valid driver’s license.
- Experience with ABG operating systems (WAND/Wizard) is preferred but not required.
- Experience in the car rental or hospitality industry (preferred but not required).

**Benefits**:

- Competitive salary based on experience.
- Annual performance-based bonuses.
- Ongoing professional development and training opportunities.
- Opportunity to lead customer service operations across multiple branches.
- Company-provided tools and resources, including a laptop and phone.
- Supportive work environment with opportunities for career progression.
- Paid leave entitlements.

Join us and take the lead in shaping a world-class customer experience

How to Apply:
Pay: $47,648.00 - $58,236.00 per year

**Benefits**:

- Employee discount

Schedule:

- 10 hour shift
- Fixed shift
- Monday to Friday
- Public holidays
- Rotating roster
- Weekend availability

Supplementary Pay:

- Overtime pay
- Penalty rates
- Performance bonus

**Experience**:

- inbound call centre: 1 year (preferred)
- outbound call centre: 1 year (preferred)
- customer service: 1 year (preferred)

Work Location: In person

Application Deadline: 01/12/2024
Expected Start Date: 08/12/2024