Customer Service Manager, Frenchs Forest, Australia

Do you have a passion for bikes and a natural flair for helping people? This may be your dream role We’re searching for a **Customer Service Manager** to join our amazing team

**About Us**

Bikes Online is on a mission to help people discover and enjoy the awesome sport of cycling. Our aim is to be Australia’s #1 Online Bicycle Retailer and provide our customers with excellent service and support on our products.

We love to break through old norms, to get bikes and products to our customers quickly and to have a laugh while we do it. We also have heart and want to improve the environment that we all love to enjoy.

While Australian founded in 2011, we’re global in our approach and presence and have fostered a culture where everyone can make a difference. We have a genuine focus on nurturing our team with perks like flexible work arrangements, generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint.

While we have over 80 staff located across Australia, Asia, United States and Europe. This role is based in our headquarters in Frenchs Forest, Sydney. Our team here works from Monday to Friday so that we can ride bikes on the weekend

**What You'll Do?**

The Customer Service Manager at BikesOnline is central to elevating customer satisfaction and fostering loyalty, leading the customer service team to deliver exemplary support across numerous communication platforms. This role focuses on proactively enhancing operational efficiencies within the customer service domain, embracing new technologies and innovative solutions. By adopting forward-thinking approaches, the Customer Service Manager is dedicated to preempting potential service challenges and streamlining processes to improve the customer experience.

In addition to driving proactive improvements, the Customer Service Manager supports the Customer Service Team Leader by swiftly addressing and solving reactive issues, reinforcing our commitment to delighting customers. This dual focus ensures that operational activities are efficient and agile, capable of adapting to customer needs and industry trends.

The Customer Service Manager is expected to lead by example, creating a culture of continuous improvement and technological adoption within the team. This leadership approach aims to foster a positive and dynamic work environment that promotes the BikesOnline brand and ensures that our customer service operations remain at the forefront of excellence.

Responsibilities include but are not limited to:

- Leadership and Supervision: Oversee daily operations of the customer service department, ensuring high customer support and team performance.
- Policy and Procedure Development: Develop, implement, and refine customer service policies, standards, and procedures to enhance efficiency and customer satisfaction.
- Team Management: Recruit, onboard, train, and mentor customer service staff, establishing a culture of excellence and continuous improvement.
- Training and development: Identify and implement appropriate customer service training programs, supported by ongoing coaching and feedback to enhance performance
- Customer Issue Resolution: Actively prioritise, delegate, and assist in resolving escalated customer issues, maintaining the brand’s reputation.
- Reporting and Analysis: Regularly prepare and analyse reports on departmental performance, identifying trends and areas for improvement.
- Collaboration and Integration: Work closely with other departments (Product, Warranty, Website, Operations, Marketing) to ensure a cohesive customer experience. In conjunction with manager peers (Warranty, Sales), identify and support opportunities to enhance CS skills across the business. Fortnightly meeting between CSMs in Australia and US to collaborate and align services, policies and foster global CS excellence.
- Budget Management: Participate in the budgeting process for the customer service department, ensuring resources are allocated efficiently.
- Innovation and Strategy: Drive customer service innovation, including adopting AI technologies, to personalise and enhance the customer journey.
- Operational Excellence: Support the Operations Manager with backend customer issues and logistics challenges to ensure seamless customer experiences.
- Troubleshooting: Rectify agent system issues, such as access to helpdesk support accounts, Neto, HRIS or logistics platforms.
- Other tasks as required

**What You'll Have**
- A good understanding of technical bicycle knowledge is essential.
- 3+ years' experience working in a customer service leadership role.
- Proven track record of effective team leadership and operational management.
- Experience managing a remote-based team, including call center supervision.
- Experience providing customer support in an online environment.
- Advanced Communication and Interpersonal Skills.
- Exceptional Organisational and Multitasking Abilities.
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