Customer Service Manager

14 hours ago

Moorebank, Australia Peak Talent Full time

**Customer Service Manager**

A long-standing Australian company with a solid reputation and track record of growth is seeking a motivated and enthusiastic Customer Service Manager to join their team. Make a solid impact while driving a team across 2 divisions deliver superior customer service to their customer base. Draw upon your prior experience to impact and enhance existing procedures aimed at elevating the quality of customer service experience.

**Responsibilities**
- Manage and coach a team of Customer Service Representatives, both local and offshore, to support them to succeed in their roles.
- Develop and implement strategies to improve customer satisfaction and retention.
- Support, monitor, and report on customer service improvements and related business performance metrics weekly and monthly.
- Proactively ensuring the achievement of metrics and KPI's with accuracy, response times, content, and overall engagement
- Lead by example by providing hands-on customer service support when required.
- Develop and implement continuous improvement strategies and regularly review current procedures to challenge and improve them.
- Assist with implementing new software such as CRM, helpdesk ticketing, integrated phone systems, and ERP maintenance as required by the Customer Service Department.
- Previous experience within a similar role with demonstrated success
- Ability to motivate and influence team members to succeed
- Change management experience
- Strong analytical skills to interpret data and make informed decisions
- Ability to work under pressure and manage multiple priorities simultaneously
- Establish and maintain positive and productive relationships
- Excellent communication skills and solution driven

If this sounds like your next career challenge, do not hesitate to apply. Join the leadership team and influence the future of this Australian company as they continue to grow. Onsite and street parking is available, located just off the M5.

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

**Salary**: $80,000.00 - $85,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Moorebank, NSW: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: One location

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