Customer Service Manager

Employer: E.Tel Communications

Position: Customer Service Manager

**Salary**: $70000-$80000

Work Type: Full time, permanent

Location: North Sydney

**About E.Tel**: E.Tel Communications Pty Ltd is committed to providing affordable, high-quality telecommunications services. We are a dynamic team that leverages the latest in mobile and broadband technologies to offer tailored solutions for our customers. Our team is focused on ensuring exceptional customer experience through friendly service and prompt issue resolution.

**Job Summary**: The Customer Service Manager is responsible for leading and overseeing the customer service team to ensure high levels of customer satisfaction. This role involves developing and implementing effective customer service processes, managing daily operations, and handling complex customer inquiries or complaints. The Customer Service Manager will work closely with other departments, ensuring the team delivers seamless customer experience in line with E.Tel’s policies and values.

**Key Responsibilities**:
1. Team Leadership & Development:
1.1. Manage, mentor, and train a team of customer service representatives.

1.2. Foster a customer-centric culture by motivating and guiding the team to provide exceptional service according to E.Tel’s “5-star customer experience” framework.

1.3. Conduct regular performance evaluations and set team goals in alignment with company objectives.

1.4. Ensure the team is up to date with current products, policies, and system changes.

2. Customer Service Operations:
2.1. Oversee day-to-day operations of the customer service department to ensure customer enquiries are resolved efficiently and to the customer’s satisfaction.

2.2. Develop and refine customer service processes and standards for improved efficiency and effectiveness.

2.3. Setup, manage, and recruit for overseas call centre operations.

2.4. Ensure compliance with telecommunications industry standards, including E.Tel’s Fair Use Policy, Complaint Handling Process, and other relevant guidelines

3. Complaint Resolution:
3.1. Handle escalated or complex customer complaints and ensure timely resolution.

3.2. Implement and monitor the 3-step complaint handling process in line with the Telecommunications Consumer Protection (TCP) Code.

3.3. Escalate unresolved issues to senior management as necessary.

4. Service and System Improvements:
4.1. Analyse customer feedback and identify areas for improvement in products and services.

4.2. Work with other departments to streamline operations, focusing on improving the overall customer journey.

5. Reporting & Metrics:
5.1. Track key performance indicators (KPIs) such as customer satisfaction, response times, and resolution rates.

5.2. Provide regular reports and insights to management on customer service performance, including customer feedback trends.

6. Cross-functional Collaboration:
6.1. Collaborate with the sales, technical support, and marketing teams to ensure a unified approach to customer management.

6.2. Support product launches and new services by ensuring the team is fully trained and equipped to assist customers.

**Key Skills and Qualifications**:

- Proven experience in a customer service or similar leadership role.
- Excellent leadership and team management skills.
- Strong problem-solving and conflict resolution abilities.
- Experience in a multinational organisation, excellent English with preference for bilingualism in a secondary language from the following list: Chinese, Vietnamese, Indonesian.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple priorities.

This position is advertised by At Ease Solutions on behalf of E.tel Communications.

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

Pay: $70,000.00 - $80,000.00 per year

Schedule:

- 8 hour shift
- Afternoon shift
- Evening shift
- Weekend availability

Work Location: In person