Customer Service Manager

5 days ago

Loganholme, Australia ARA Group Full time

Servcore is a member of the ARA Group (ARA Security) of Companies and is an electrical and data services company with a focus on critical power and UPS technology. ISO accredited service provider with a national footprint servicing the critical environments of a wide range of bluechip customers in Australia and New Zealand. To ensure that Servcore continues to provide the highest possible service, our Integrated Management Systems have attained triple ISO Accreditation in the specialised areas of OH&S, Quality & the Environment. Servcore provides a comprehensive range of, options encompassing tailor made solutions suited to ongoing business needs.

Servcore works closely with ARA Group’s service divisions - Fire, Electrical, Mechanical, Property Services, and Projects - to integrate solutions for clients in a broad range of sectors including defence, government, financial and corporate.

Servcore is earnestly seeking a Customer Service Manager to join our hard working and supportive team.

**Salary**: $73,150 per annum plus superannuation

Job Details: Full time, 38 hours per week

Location: 45 Chetwynd Street, Loganholme QLD 4129

Key Responsibilities/Duties:

- Develop, evaluate, and update customer service policies, programs, and procedures to enhance customer relations and ensure the quality of goods and services provided.
- Monitor and improve the operational efficiency of the call centre to meet organizational standards and customer expectations.
- Provide clear direction, constructive feedback, and guidance to team members to ensure consistent and high-quality customer service.
- Manage, motivate, and develop the customer service team, fostering a positive work environment and ensuring continuous professional growth.
- Plan and implement effective after-sales services to follow up on customer satisfaction, assess product performance, and identify areas for service improvement.
- Liaise with other organizational units, service agents, and customers to identify and respond proactively to customer expectations.
- Collaborate with internal teams to modify and enhance existing services based on customer feedback and operational data.
- Monitor the performance of customer service operations, including call centre metrics, and report on key indicators to senior management.
- Lead efforts to resolve complex customer issues efficiently, ensuring a high level of customer satisfaction and retention.

Essential Skills:

- Strong communication skills;
- Strong communication skills;
- Strong knowledge of most commonly used security equipment.

Relevant Experience and Qualifications:

- Minimum 2 years related experience.

Pay: $73,150.00 per year

Work Authorisation:

- Australia (preferred)

Work Location: In person

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