Customer Services Manager

2 weeks ago

Marrickville, Australia Poster Factory Full time

Photobition Pty Ltd t/a Flash Graphics is a leading provider of high-quality printing and signage solutions for commercial clients across Australia. We pride ourselves on delivering innovative graphic solutions with exceptional customer service.

As our business grows, we are looking for a **Customer Service Manager** to lead our customer service team, manage client relationships, and enhance overall customer experience.

**Job Summary**:
This is a **full-time** role requiring leadership, communication, and problem-solving skills to support our clients and internal teams effectively.

**Key Responsibilities**:
**Team Leadership & Management**:

- Supervise and lead the customer service function.
- Provide training, mentoring, and performance management for team members, covering both eCommerce and normal sales
- Ensure a **customer-centric culture** within the team.

**Customer Experience & Problem Resolution**:

- Address **escalated customer issues** in a timely and professional manner.
- Develop strategies to enhance **customer satisfaction and retention**.
- Identify customer pain points and implement solutions.

**Process Optimization & Quality Assurance**:

- Improve customer service workflows and operational efficiency.
- Establish **customer service policies & best practices**.
- Monitor **customer service interactions** to ensure high-quality support.

**Collaboration & Reporting**:

- Work closely with **sales, logistics, and production teams** to align customer service efforts.
- Maintain communication with key clients and stakeholders as appropriate.
- Generate and present monthly **customer service performance reports**.

**Technology & Data Management**:

- Utilize CRM tools and data analytics to track **customer feedback and trends**.

**Essential Requirements**:
**Education & Experience**:

- Minimum **1 year of relevant work experience** in customer service management.
- Proven experience in **leading a customer service team**.
- Experience working in a **business-to-business (B2B) environment** is preferred.

**Skills & Competencies**:

- Strong **leadership and team management** abilities.
- Excellent **problem-solving and decision-making** skills.
- Strong **communication and interpersonal** skills.
- Knowledge of **customer service principles, CRM systems, and process improvement strategies**.
- Ability to **work under pressure** and manage multiple priorities.

**Other Requirements**:

- Must have **full working rights in Australia**:

- Knowledge of **printing or signage industry** is an advantage but not mandatory.

**Application Process**:
**How to Apply**:
Interested applicants should submit:
**A detailed resume (CV)** outlining relevant experience and qualifications.

**Application Deadline**: 21 March 2025

Pay: $65,000.00 - $70,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday

Supplementary Pay:

- Overtime pay

Work Authorisation:

- Australia (required)

Work Location: In person

Expected Start Date: 07/04/2025

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