Customer Service Manager

1 day ago

St Peters, Australia Anita Gelato Pty Ltd Full time

Anita Gelato is a renowned chain of handmade artisanal gelato retail outlets known for our exceptional

customer service, and vibrant atmosphere. With multiple locations, we pride ourselves on creating

memorable experiences for our customers through high-quality products and outstanding service.

We are currently recruiting for a full-time Customer Service Manager who will be based in our Head

Office with the responsibility of overseeing the customer service operations of Anita Gelato's chain of

ice cream retail outlets.

Key Responsibilities:

- Customer Service Management
- Oversee and manage the customer service team, ensuring efficient handling of customer

inquiries and complaints.
- Develop and implement customer service policies and procedures to enhance customer

satisfaction.
- Monitor and analyze customer feedback to identify areas for improvement.
- Team Leadership
- Train, mentor, and motivate the customer service team to provide exceptional service.
- Conduct regular performance evaluations and provide feedback to team members.
- Foster a positive and collaborative team environment.
- Communication and Coordination:

- Serve as the primary point of contact for customer service-related issues.
- Liaise with restaurant managers to ensure consistent service standards across all locations.
- Coordinate with other departments to address and resolve customer issues promptly.
- Reporting and Analysis:

- Prepare and present regular reports on customer service metrics and performance.
- Analyze customer service trends and develop strategies to improve service quality.
- Implement tools and systems to track and measure customer satisfaction.
- Problem Resolution:

- Handle escalated customer complaints and ensure timely resolution.
- Develop and implement effective problem-solving strategies to address recurring issues.
- Ensure compliance with company policies and procedures in all customer interactions.

**Skills**:

- A level commensurate with Diploma at minimum, including at least two years on-the-job training, or

at least three years of relevant experience in lieu of any formal qualifications
- Strong leadership and team management abilities.
- Problem-solving skills with the ability to handle difficult situations calmly and effectively.
- Ability to analyze data and develop actionable insights.

**Salary**: $75k-$85k + Superannuation

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

Pay: $75,000.00 - $85,000.00 per year

Work Location: In person

Application Deadline: 23/04/2022

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