Customer Service Manager

2 weeks ago

Melbourne, Australia ACIC Melbourne Full time

**Customer Service Manager - Australia**

**Location: Melbourne, Australia**

**Reports to: Director - Australia**

For over 10 years our Melbourne office has been helping students to achieve their goals through studying abroad. By pursuing a global education at the beginning of their careers, we help them experience life-changing opportunities.The customer service manager is responsible for delivery customer service training to officesand manage the customer service team. Providing after-enrollment support to students, manage complaint handling, refund requests and other feedback from students.Establishing and maintaining excellent working relationships with internal and external stakeholders.

**Responsibilities**:

- Assist in ensuring high quality pipeline management, event support and high levels of service to Australian clients
- Establishing communication service standards and implement company productivity, quality and customer/student service standards.
- Running weekly customer service team meetings.
- Running monthly KPI reports and updating senior management on the customer service team’s performance.
- Oversee and provide support to the customer service team, act as an escalation point for issues or complaints when required
- Planning and implementing after-enrollment services to follow up student’s satisfaction, ensure performance of counsellors and customer services team and improve services provided
- Training all staff how to deliver a high level of service and build positive relationships with students.
- Support interview program/expo events and client visits compliance and event feedback through effective coordination with Marketing and Sales Support teams
- Analyzing client visits and student’s feedback to mitigate challenges
- Providing recommendations on increasing the efficiency and effectiveness of the customer service process to branch managers.

**Requirements**:
**Language**:

- Excellent English and Mandarin language - written and verbal

**Experience (required)**:

- Relevant customer service experience in a similar role within a similar industry required
- Detailed knowledge of Australia as a study destination is required
- Detailed knowledge of all the Australian universities’ entry requirement for international students
- Sound knowledge of Australia visa processing requirements

**Skills & competencies**:

- **Customer service focused**:committed to providing exceptional customer service across all channels - written, phone and face to face.
- **Communication**:the ability to communicate clearly and concisely**, **varying communication style depending upon the audience.
- **Attention to detail**:excellent attention to detail and written skills when communicating with others, both internally and externally.
- **Teamwork**: willingness to assist and support others as required and get on with team members.
- **Time management/organisation**:accomplish objectives effectively within time frame given, and carry out administrative duties within portfolio in an efficient and timely manner.

**Other**:

- Familiar with Photoshop, WeChat, Weibo,Redbook

**Checklist**
- CV/Resume and cover letter

**Salary**: From $70,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

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