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Customer Service Manager

2 weeks ago

Bondi, Australia The Removal brothers Full time

**About Us**:
The Removal Brothers is a leading removalist company, providing house moving, delivery services, and event transport logistics to more than 2,500 clients annually. We are seeking an experienced Customer Service Manager to lead our customer service team and ensure exceptional service delivery to our clients.

**Key Responsibilities**:

- Lead and manage the customer service team, providing training, support, and performance management.
- Respond to client inquiries, complaints, and feedback in a timely and professional manner.
- Oversee the entire customer journey, ensuring a seamless experience from booking to post-service follow-up.
- Collaborate with the operations and logistics teams to ensure client needs are met efficiently.
- Implement strategies to improve customer satisfaction, retention, and service processes.
- Prepare and present reports on customer service metrics and team performance to senior management.
- Resolve client issues and escalate complaints when necessary to achieve high client satisfaction.
- Proficiency in a second language is highly advantageous to effectively meet the transport needs of our global clients and ensure their satisfaction.
- Foster a positive and client-centric work environment, ensuring continuous improvement in service delivery.

**Key Qualifications and Experience**:

- Minimum 3 years of experience in the removalist industry**, managing customer service operations and ensuring client satisfaction.**:

- Minimum 3 years of experience in a customer service role** in any industry, with a focus on handling client inquiries and complaints.
- Proficiency in a second language is highly advantageous.
- Proven ability to manage a team in a fast-paced environment.
- Strong interpersonal and communication skills with the ability to handle complaints and resolve issues.
- Excellent organizational skills and the ability to manage multiple tasks and clients simultaneously.
- Experience in **CRM system** and managing customer service workflows.
- Ability to build strong client relationships and drive customer retention.

**Benefits**:

- Salary of $74,200 AUD per year**:

- Opportunity to work in a dynamic and growing industry.
- Professional development opportunities.
- Supportive and collaborative work environment.

**Job Types**: Full-time, Permanent

Pay: $74,200.00 per year

Work Location: In person