Customer Service Manager

22 hours 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

  • Customer Service Manager

    3 days ago

    Surry Hills, Australia Moneyspot Finance Full time

    **Customer Service Manager** **Who We Are** MoneySpot is a fast-growing fin-tech company within the consumer finance space. We began our journey 8 years ago and have since established the MoneySpot Investment Fund, entered the USA lending market, and more recently, have established an offshore team in customer service, collections, and assessment. Our...

  • Customer Service Manager

    2 weeks ago

    Surry Hills, Australia Coles Supermarkets Full time

    From small everyday moments to larger-scale changes unique to a business like ours, as a Retail Leader, you’ll really see the difference your work makes every day. Whether you’re in a distribution centre, a bakery, in-store or on the road, you’re an important part of an Aussie icon at the heart of the nation. ***: **About the role**: Get...

  • Head of Customer Service

    22 hours ago

    Surry Hills, Australia DesignCrowd Full time

    **Position Title**: Head of Customer Service - DesignCrowd Pty Ltd_ **Salary**:$140,000 + 10.5% Superannuation DESIGNCROWD is looking for an experienced HEAD OF CUSTOMER SERVICE for an immediate start. This position is a full-time ongoing position, working 38 hours per week based in Surry Hills, NSW. **About Us** Our company operates across the world...

  • Customer Service Coordinator

    1 week ago

    Surry Hills, Australia The Aje Collective Full time

    **Description**: Aje was created in 2008 to translate the effortless Australian lifestyle into fashion. Designed for an elegance grounded in ease, our garments empower our customers to feel relaxed, assured and beautiful. Our company strives to invite freedom of self-expression in each architectural store environment, bringing our customers a confidence...

  • Customer Service Consultant

    2 weeks ago

    Surry Hills, Australia Essilor Full time

    Optical Knowledge 2 or more years’ experience in customer service, ideally within a call centre environment Excellent interpersonal and communication (both written and verbal) skills Strong computer literacy, including navigating ordering systems and tools High attention to detail **About You**: Interest in pursuing a career in the optical...

  • Cashier/customer Service

    2 weeks ago

    Surry Hills, Australia Pizza Fritta 180 Full time

    We are currently looking for professional and reliable cashier savvy in cash handling to be part of our energetic and vibrant team at Pizza Fritta 180, in Surry Hills. We are looking for someone with a minimum experience in a busy customer service role, someone with a strong experience operating a POS system to calculate customers’ bills, process credit...

  • Customer Success Manager

    22 hours ago

    Surry Hills, Australia Instant Full time

    **This is a Customer Success Manager role with Instant based in Sydney, Australia.** Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We have grown revenue 16x in the last 6 months, and want you to be a critical part of scaling up this velocity even further! **--...

  • Barista/customer Service

    5 days ago

    Surry Hills, Australia AP Bakery Full time

    AP Bakery started in 2021 by a group of all star hospitality owners. Now with various locations in Sydney, we serve a mixture of light and larger options, backed up with a variety of amazing bakery treats. Are you a passionate coffee enthusiast with a flair for crafting the perfect cup? Are you a seasoned barista seeking an exciting opportunity in a...

  • Junior Customer Service Team Lead

    1 week ago

    Surry Hills, New South Wales, Australia InLoop Full time $70,000 - $120,000 per year

    Let's introduce ourselvesFlexischools is Australia's #1 school ordering app, helping around 2,000 schools streamline canteen orders, uniform shops, events, and payments. We enable cashless convenience for parents and more efficient operations for schools.We are a profit-for-purpose business, using technology and customer support to improve school...

  • Manager - Customer Advocacy

    1 week ago

    Surry Hills, Australia Endeavour Group Full time

    **Company Description** Let’s create a more sociable future together** At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to...