Customer Service Manager
3 days ago
Key Responsibilities:
- Oversee daily operations of the customer service team to ensure efficient, friendly, and responsive service delivery.
- Develop and implement customer service strategies, policies, and procedures to enhance the guest experience.
- Manage, coach, and develop the customer service team to optimize performance and foster a positive team culture.
- Identify and resolve customer complaints and concerns promptly and professionally.
- Monitor customer feedback and satisfaction metrics, using insights to drive service improvements.
- Collaborate with other departments to ensure seamless coordination between customer service and other business units.
- Maintain accurate records and documentation.
- Identify and implement strategies to improve service quality and productivity.
- Lead staff by example, ensuring compliance with all policies and procedures.
- Establish work goals and performance standards for team members.
- Identify and address staff training and coaching needs.
- Organize staff meetings and prepare reports.
- Monitor staff Key Performance Indicators (KPIs) and report at both team and management levels.
- Conduct performance reviews and provide constructive feedback.
What We’re Looking For:
- Significant experience in a customer service management role within the hospitality industry.
- Proven track record of leading and developing high-performing customer service teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical and decision-making abilities to identify and resolve customer issues.
- Proficiency in using customer service and data analysis tools.
- Passion for delivering exceptional customer experiences and a commitment to continuous improvement.
Pay: $75,000.00 - $77,000.00 per year
Schedule:
- 8 hour shift
Work Authorisation:
- Australia (required)
Work Location: In person
Application Deadline: 20/03/2025
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