Customer Service Manager

4 days ago

Alexandria, Australia Super Agent Agency Full time

As the Customer Service Manager for our hospitality and nursing departments, you will lead our client-facing operations, ensuring we exceed expectations with every interaction. Your primary focus will be managing client accounts, resolving inquiries, and continuously improving customer experiences to uphold our reputation for excellence.

KEY RESPONSIBILITIES

Client Relationship Management:

- Build and maintain strong relationships with hospitality clients, understanding their staffing needs and business goals.
- Act as the primary point of contact for clients, ensuring effective and timely communication.

Service Excellence:

- Oversee the resolution of client inquiries, complaints, or feedback, ensuring a positive outcome.
- Monitor service delivery to ensure it aligns with client expectations and company standards.

Team Collaboration
- Work closely with recruitment consultants and hospitality staff to coordinate placements.
- Provide feedback and insights to internal teams to enhance service delivery and efficiency.

Process Improvement
- Develop and implement strategies to improve customer service processes and client satisfaction.
- Analyze feedback and trends to propose enhancements to our service offerings.

Reporting and Analysis
- Maintain records of client interactions and outcomes.
- Provide regular reports on customer service performance and client satisfaction metrics.

RELEVANT QUALIFICATIONS AND EXPERIENCE
- A minimum of 3 years’ experience in a customer service, account management, or client-facing role, preferably within the hospitality or staffing industry.
- Demonstrated ability to manage and nurture client relationships effectively.
- Strong leadership skills with experience managing or guiding teams.
- Educational qualifications in business administration, hospitality management, or a related field (preferred but not essential).
- Proficiency in CRM software such as FoodStorm, Flex, Deputy and Microsoft Office Suite.
- Solid understanding of the hospitality industry's operational and staffing needs is highly advantageous.
- Exceptional communication, negotiation, and problem-solving skills.
- Ability to work in a fast-paced environment, managing multiple priorities and deadlines.

WHAT WE OFFER
- A supportive and collaborative team environment.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- The chance to make a meaningful impact in a dynamic and growing agency.

ABOUT US

We thank all applicants for their interest in joining our team; however, only those selected for an interview will be contacted.

Pay: $70,000.00 - $75,000.00 per year

**Benefits**:

- Employee mentoring program
- Professional development assistance

Application Question(s):

- The role is mainly Monday-Friday with 40 hours per week. There are the occasional evenings and weekends that are required to work due to business volume, but time-in-lieu will be applied appropriately in order to manage the weekly hours. Are you available to work the occasional evening/weekend?

**Education**:

- Advanced Diploma / Associate Degree (required)

**Experience**:

- Customer relationship management: 3 years (required)

Work Authorisation:

- Australia (required)

Work Location: In person

Application Deadline: 14/02/2025

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