Customer Service Manager

**The Company**

Your Business Listings (YBL) is an Australian owned and operated business. YBL specialises in products for business' that want to get online in the most efficient and cost-effective way possible. YBL understands that small to medium size businesses don't want to spend thousands on online strategy, they just want their existing and potential customers to find them, Fast.
Across multiple locations in Australia and Europe we are dedicated to helping small to medium sized businesses get online and improve their web presence via search engine optimisation techniques and paid advertising.

Our techniques encompass (but are not limited to) improving user experience across businesses website, optimising for voice search, focusing on topic clusters with a website, conquering video with YouTube SEO, building a variety of backlinks, targeting local searchers with local landing pages and listings.

This Melbourne based role reports directly to the Directors and has breadth of opportunity and challenge.

The role of Customer Service Manager at Your Business Listing Pty Ltd (**YBL**) will include the following tasks/responsibilities:
**Relationship Management**:

- Managing all staff members who have direct contact with YBL’s customer base. The Customer Service manager will have measures and processes in place to monitor and measure the level of satisfaction our customer base has with their own Client account manager. The Customer Service Manager will be responsible for delivering regular direction and feedback to team members regarding their customers’ perception of YBL’s service levels.
- Guiding and mentoring organisational units and customer service agents on how to identify if their customer base is satisfied with YBL’s services. The Customer Service Manager would be instrumental in the continual development/maintenance and implementation of our internal Customer Service manual.
- Regular spot checks on call recordings with account managers and customer to ensure our desired standard of customer satisfaction is maintained.
- Developing full market and product knowledge in order to position yourself as a credible Manager.

**Customer Advocate**:

- Ensuring that customer needs (as identified by customer service representatives) are reflected in decisions made across the company.
- Proactively feedback to other departments (including Sales, Technical, Billing and Customer Service) to improve the customer experience at YBL.
- Work closely with our reporting teams to ensure that the customer experience is as close to perfect as possible.
- Championing a positive, professional, and ‘can do’ culture of continuous improvement.

**Issue Resolution**:

- Collaborating with Customer Services and Operations to ensure that relevant reports and/or information delivered to customers is to the standard we have set out in our internal Customer Service Manual. The Customer Service Manager will regularly meet with client account managers to ensure the scripts used for issue resolution are matching the client account managers personality. If these scripts need to be modified then the Customer Service Manager will be responsible for their modification and subsequent successful implementation.
- Assisting where necessary in response to particularly sensitive issues or complaints. After an issue is resolved / dealt with, a debriefing with the individual / team on what skills / methods of issue resolution were displayed and why.
- Developing processes and/or procedures which minimize the recurrence of these issues. Possible addendums to the Customer Service Manual may be required (written by the Customer Service Manager). Further training may then be scheduled for the team by the Customer Service Manager based on these particular issues to assist if they occur again.
- Working with Sales and Management to manage end-of-contract disputes, ensuring a satisfied Customer. The Customer Service Manager should have regular meetings with the Sales Team to ensure that the reporting the Customer Service Manager receives from the customer service team is addressed with the Sales Team. Developing a ‘prevention is better than cure’ culture with the sales team to reduce customer service issues.

**Quality Control**:

- Ensuring that the Customer Services and Billing teams have a full and deep understanding of a customer’s expectation from the sales team’s point of view. There needs to be a consistent message from the initial product offering from the sales team, all the way through to a customer’s first monthly report. The Customer Service Manager will need to ensure that the message from _all_ departments is consistent.
- Conducting spot checks on the work performed by the sales staff to ensure that quality and accuracy remains consistent throughout a customer’s experience with YBL.

**Required Skills, Qualifications, and Experience**
- Qualification at Diploma level, or a minimum of 3 years’ experience gaine