Client Service Manager

2 weeks ago

Fremantle, Australia McPhee Freight Full time

**QUALIFICATIONS & REQUIREMENTS**
- AQF Associate Degree
- At least two years of relevant experience.
- Must be fluent and possess Intermediate Microsoft Office skills in Office 365, particularly Word, Excel and Outlook & ideally have used Canva.
- Hold a valid drivers license and have own transport
- Possess a team player outlook and work cooperatively in a dynamic team.
- Service oriented and customer focused with the ability to perform multiple assignments at the same time with a high level of attention to detail.
- Be flexible, adaptable, have initiative and think on your feet and have the ability to anticipate needs.
- Excellent verbal, written communication and customer service skills with capability to Multitask.
- Must be reliable and hardworking

**DUTIES & RESPONSIBILITIES**
- Manage and train Customer Associates
- Create & present cargo reports to maintain & strengthen existing client relationships.
- Liaise with our East Coast team members regarding existing clients on a regular basis.
- Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
- Follow up on client bookings to ensure client satisfaction, requesting reviews and relaying feedback to relevant team members.
- Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service
- Create and implement an effective customer loyalty program
- Provide recommendations and inform through reporting any sensitive and emerging issues.
- Escalate issues, keeping informed, advise, receive guidance and instruction
- Participate in discussions and decision regarding resolution of issues and implementation of innovation and best practise.
- Review work and proposal of team members
- Manage the flow of information, seek clarification and provide advise and response to ensure prompt resolution of issues.
- Address/respond to queries to provide advice where possible, or redirect to relevant party for review and resolution.

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

Work Location: In person

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