Customer Service Manager

6 days ago

Surry Hills, Australia DesignCrowd Full time

**DesignCrowd**

The team in Sydney is largely made up of management, product & engineering, marketing and finance.

The Customer Service Manager reports to the CEO in Sydney. It is a hybrid role, requiring some attendance in the Sydney office in Surry Hills. The role is full-time and manages staff and team leads, predominantly based in The Philippines.

**The Customer Service Manager is responsible for the following duties**:

- This includes managing our customer service team members & customer service team leads which involves recruitment, training, mentoring, providing direction & feedback to ensure they are knowledgeable and proficient in providing excellent customer service.

Developing and implementing customer service policies & procedures concerning our customer service team and the operations across our Philippines team:

- This includes creating and updating policies and procedures for handling customer inquiries, complaints, and other interactions, and establishing standards for response times, service quality, and customer satisfaction.

Monitoring and reporting on customer net promoter score (NPS)/ performance:

- This includes regularly reviewing customer interactions and providing feedback to team members on their performance. It also includes analysing customer satisfaction data to identify areas for improvement and implementing necessary changes.

Monitoring and reporting on customer service metrics and KPIs:

- This includes ensuring that the customer service team meets KPIs including response times and customer satisfaction scores. It involves identifying trends and areas for improvement and implementing strategies to achieve KPI target.

Responding to and resolving escalated customer complaints & escalations:

- This involves handling escalated customer issues and finding appropriate solutions to resolve complaints in a timely and satisfactory manner. It may also involve coordinating with other departments or external partners to resolve complex issues.

Providing training and development opportunities to customer service team members:

- This includes conducting training sessions, workshops & performing annual reviews to help team members improve their skills and knowledge in customer service, and also involves ongoing support and guidance to team members as needed.

Working and collaborating with other departments & external partners:

- This involves working closely with other departments such as marketing, product development and operations to ensure smooth customer interactions & appropriate measures are taken to respond to customer expectations. It also involves managing relationship with suppliers of software, employment services, office and any other services for the customer service team.

Co-ordinating across teams to facilitate the management of the broader Philippines team:

- This involves working with functional leads in Australia and Philippines to co-ordinate whole team activities such as team functions, annual remuneration and performance reviews, team travel etc.

**Key skills and experience**:

- Managing customer service teams
- Managing remote teams
- Managing team leaders
- Understanding customer service work flows for online businesses
- Working with customer service metrics and KPIs
- Developing team members and career planning
- Design experience helpful

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Surry Hills, NSW 2010

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