Call Centre Support Manager

1 week ago

Perth, Australia DMCG Global Ltd Full time

**the Opportunity.**
DMCG Global are currently assisting one of Perth’s eCommerce success stories who is now seeking an incredibly talent Call Centre Support Manager to manage the Customer Experience team (Sales & Support) comprising of local and overseas sales & support staff with the team spread across AU, US & PH.

**the Role.**
This opportunity will see you take ownership of the talented Customer Experience team and ensure a high level of customer service is maintained. You’ll also drive continuous improvement of daily operations by making informed team decision & rolling out improvement initiatives through analysis of sales stats (phone, walk-in, assisted via chats) and support stats (tickets, calls, chats).

Additionally, your duties can be further broken down into:

- Providing a high level of customer service for callers and facilitate call-back requests
- Assist with processing new phone sales into Shopify
- Management & resolution of customer complaints
- Planning & coordination of training programs for support staff
- Negative review outreach and reconciliation
- Undertake analysis & administration processes for Customer Experience (Sales and Support) team KPI’s and reporting
- As part of the core management team, maintaining a strong feedback loop in order to have a continuous improvement approach to Customer Experience

**about You.**

Our client utilises
**Shopify** with their eCommerce platform and
**Zendesk **for ticketing system, any prior experience across those would be high beneficial in this role.
- 5+ years sales and customer service experience
- Team management experience
- Professional communication skills both written and verbal
- Ability to multi-task and thrive in a busy environment
- Prior experience with Zendesk or similar (Freshdesk / Gorgias will be advantageous)

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