Customer Service Manager

1 week ago

Brisbane, Australia Greenstreat Full time

At Greenstreat we expect that every single customer receives a consistently high level of service and that every single day customers are provided a friendly, authentic and consistent service in which high-quality food & drink are a minimum of what Greenstreat has to offer. As the Customer Service Manager you will take ownership of this key deliverable across our various locations and ensure service is provided in line with Greanstreat core values. This is a full-time office-based position and it requires strong leadership, communication skills and an ability to motivate employees. A salary of $80,000 - 90,000 is on offer depending on skills and experience.

Duties and responsibilities
- Continuous review, development and maintenance of customer service policies procedures and standards for all Greanstreat stores.
- Ensuring these policies and procedures are aligned with Greanstreat core values
- Monitor the CRM system feedback from our customers and maintain an action-based registry on how we respond internally and externally in formal Service Level Agreements to achieve reasonable completion timelines.
- Lead by example in the use of best practice of business standards, values and behaviours
- Set reasonable customer satisfaction goals and work with the team towards achieving and exceeding all defined KPI’s
- Continually work on new ideas and procedures to improve efficiency in customer service.
- Liaise with Store Managers, and founders to collaborate about new product launches, website updates, current marketing and any other issues related to customer service.
- Define and communicate customer service levels and standards
- Ensure the necessary resources and tools are available for quality customer service delivery
- Resolve product or service delivery problems by clearly understanding the nature of customers’ complaints, determining the cause and selecting the best solution;
- Analyse customer feedback and provide strategic direction to leadership that aids in improving sales and operational efficiencies.
- Train staff to deal positively and productively with customer complaints and illicit clearly the nature of complaints

**Qualification/Experience**
- Diploma level qualifications or relevant work experience
- Min 2 years experience in customer service roles
- Excellent communication skills
- Experience managing and leading a team
- Strong interpersonal skills and ability to resolve conflict

**Salary**: $80,000.00 - $90,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Brisbane, QLD 4000: Reliably commute or planning to relocate before starting work (required)

Work Location: One location

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