Member Services Manager

2 weeks ago

Sydney, Australia GoGet Carshare Full time

**About us**:
GoGet is fundamentally good for individuals, business and society as a whole, we are the first and largest Carshare in Australia. Founded in 2003, GoGet has grown rapidly to be a highly innovative, disruptive success story.

Our focus is on carshare: wheels for whatever, round the corner, by the hour. Individuals and businesses can free themselves from the costs and inconvenience of car ownership while also generating a proven environmental benefit by taking 10 cars off the road for every GoGet.

Do you want a career with a great tech focused, growing company that’s purpose-led then this is the right role for you

**About the role**:
We are after someone who will take ownership of the customer support experience and take proactive steps to continuously improve our service. You must be an outstanding communicator with great leadership skills, and a knack for problem solving. You will be reporting directly to the head of Member Experience & Brand and work very closely with our off-shore team.

**Key responsibilities**:

- Understand member needs and pain points to ensure they receive excellent quality, consistent and empathetic service, while maintaining contact centre efficiency.
- Identify key behaviours that drive or reduce the quality of service and customer satisfaction and train, support and mentor the team to develop the right behaviours.
- Responding to escalated member issues, providing prompt and effective customer service.
- Manage member escalation paths to ensure members receive the right level of support to resolve issues or complaints.
- Partner with the business to ensure the smooth introduction of new processes, features or service changes.
- Oversee the logistics and coordination of smartcard provision to new members.
- Monitor inventory levels of smartcards, anticipate demand, and manage the ordering and distribution of smartcards.
- Identify issues impacting advisor performance or negative customer interactions and develop and execute solutions to improve customer service quality and customer satisfaction.
- Reviewing and optimising internal processes to ensure data security and responding to privacy queries.

**What will you need to succeed?**
- Minimum of 3 years experience in a customer service specialist role
- Strong leadership skills with the ability to coach, mentor and support team members across different skill levels.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Lives and breathes member-centricity, putting the member first to deliver a positive experience through all channels and across all member touchpoints.
- Excellent problem-solving skills and the ability to take ownership of challenges
- Demonstrated analytical skills and the ability to think pro-actively and creatively at both strategic and tactical levels
- Ability to manage and prioritise tasks simultaneously
- Willingness to travel overseas up to four times per year for 2 or more weeks at a time for work purposes

**What’s in for you?**
- Flexible working environment and great collaborative culture
- Work on exciting projects that have a direct impact on our members' experience.
- Employee credit and discount on GoGet usage

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