Customer Service Manager

**About us**

FISHBOWL is one of Australia’s most trusted brands offering fresh made-to-order salads with an Asian twist. We started in 2016 in Bondi and have now expanded into 50 locations across Sydney, Melbourne, Brisbane, the Gold Coast, and the Sunshine Coast. As fun, passionate, and accountable people, our high-performing teams are driven to deliver our mission: to change fast food and change the culture.

**The role**

FISHBOWL’s continued success depends on attracting, delighting, and retaining customers who absolutely love our products. Ensuring Customer Service is at the heart of our decision making is critical.

In the role of Customer Service Manager, you’ll oversee this work to an exceptional standard and continuously improve processes in your remit. You’ll report to the Chief Marketing Officer and work closely with the other executives, senior leaders, and other stakeholders to elevate experiences for our customers in restaurants and online (e.g. for example, with our FISHBOWL app).

As an experienced leader, you’ll demonstrate exceptional people leadership and communication skills.

**Skills and experience**

You’ll have:

- Evidence of an original mindset to refine and implement a comprehensive CX strategy aligned with overall business goals
- Project management experience, with the ability to manage several initiatives simultaneously and deliver results within deadlines
- Creative thinking and problem-solving capabilities, with a passion for exploring new ideas and driving change
- Excellent communication and interpersonal skills
- Experience managing Zendesk to prioritise and support high quality customer care experiences
- Exceptional attention to detail and ability to see the bigger picture
- Characteristics reflective of FISHBOWL’s ethos: self-motivated, service-oriented, flexible, and ethical with a high degree of integrity.

**Your responsibilities**

Voice of the customer
- Analyse customer feedback and data to identify areas for improvement in the customer journey
- Develop and maintain customer personas to ensure customer understanding across all business levels
- Build and maintain strong relationships with frontline employees to raise and collaborate on experiential improvements
- Refine and socialise customer values to reflect desired customer experiences
- Refine and maintain a closed-loop feedback system that ensures customer issues are triaged, and identified and solutions are implemented
- Be across industry trends to implement and streamline technology solutions and processes in CX management.

Customer care
- Ensure customer care is standardised and provided in a brand-consistent tone to all customers
- Develop and maintain best practice customer care standards in Zendesk, including developing alert systems
- Develop and maintain an escalation process for customer care
- Act as the escalation point for any customer complaints and issues, providing the customers with timely and personalised solutions
- Regularly review policies, procedures, and programs within the customer care space to ensure the most effective and efficient Standard Operating Procedures (SOPs).

Research and reporting
- Use Human-Centred Design principles to review and design products, processes, and services that put the customer at the heart of the experience
- Provide regular and as-needed reporting to stakeholders across the business (including frontline employees)
- Refine and track CX metrics, to ensure we attract and retain customers who are provided with ideal customer experiences.

Leadership and collaboration
- Work closely with executives, senior leaders, and other stakeholders as part of the escalation process and ‘voice of the customer’ work
- Work collaboratively with other stakeholders to develop and refine Customer Care SOPs
- Lead, manage, and train the Customer Experience Team, including Customer Care Assistant/s.

Pay: $80,000.00 - $90,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- Customer Service: 2 years (preferred)
- Project Management: 2 years (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: In person