Customer Service Manager

3 days ago

Alexandria, Australia Fantastic Art International Pty Ltd Full time

FANTASTIC ART INTERNATIONAL PTY LTD specialises in affordable mobile picture framing that delivers its services and products straight to our clientele’s homes. Our retail and wholesale business also offers the online sale of oil paintings and Aboriginal Art. We are currently seeking for a full-time, Customer Service Manager to join our team in our Sydney office guiding the team into all aspects of customer satisfaction whilst being responsible for developing, implementing, enforcing, and evaluating policies, procedures, and standards.

Your responsibilities will include:

- Manage and train both customer service and home installation employees, ensuring all employees are engaged and collaborate effectively with their team members and clients across all states to ensure all resources are available to achieve an excellent transit and installation process.
- Assist in the recruitment of high-performance customer service individuals as required.
- Act as a point of escalation for any customer related issues and report to the General Manager/Owner.
- Set reasonable customer satisfaction goals and work with the team towards achieving and exceeding all defined KPI’s to ensure deadlines are met.
- Work alongside the Web Administrator to solve any issues with online ordering systems related to customer service.
- Generate reports for customer service.
- Develop and implement ‘Fantastic Framing’ brand guidelines to be adhered to.
- Continually work on new ideas and procedures to improve efficiency.
- Liaise with Store Managers, Web Administrator and Marketing team to collaborate about new campaigns, new product launches, website updates, current marketing and any other issues related to customer service.
- Using our online portal to provide assistance to customers ordering online, investigate customer order history and make updates to customer information and deliveries as required.
- Identify ways to improve overall customer experience and sales effectiveness and action adjustments across channels.
- Oversee communication and administrative tasks with various contract Art Dealers and Third-Party websites to ensure compliance with excellent customer service and satisfaction.
- Manage any social media accounts, including responding to social comments promptly.
- Maintain communication with a range of suppliers.
- Foster a company-wide culture of Customer Satisfaction.

**Skills**:

- Diploma Qualification
- At least 2 years of relevant work experience
- Passionate about putting customers first.
- Experienced at resolving conflict and problem solving.
- Excellent time management, organisation, and priority management skills
- Excellent verbal and written communication skills

**Salary**: $70,000.00 - $88,000.00 per year

Schedule:

- Monday to Friday
- Weekend availability

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