Customer Service Manager

**About Global Citizen Co**

Global Citizen Co is a trusted companion on the journey to making Australia a new home for investors and families. With a wealth of experience and in-depth knowledge of the Australian landscape, we provide comprehensive solutions to help investors and families seamlessly transition and thrive in their new environment.

At Global Citizen Co, we are committed to providing exceptional support and personalized attention to every client.

**About this role**

We are looking for an experienced Customer Service Manager to provide excellent customer service to increase customer satisfaction, loyalty and retention and to meet their expectations.

A Customer Service Manager is strong demonstration and capable leadership qualities with an ability to resolve all types of customer inquiries. Oversee, train and motivate customer service team to reach out customer satisfaction goals.

Abily to analyze and develop policies, procedures concerning customer relations and services provided.

**Responsibility**
- Set a clear customer service strategy and deploy the strategy effectively.
- Take responsibility for customer issues and follow up issues until resolved.
- Review, modify and develop processes, policies, procedures and service standards to improve services provided.
- Analyze statistics to prepare accurate reports.
- Manage, recruit, train and feedback to customer service team members for understanding and motivation.
- Provide professional upskilling or learning opportunities for team members.
- Lead discussion on customer satisfaction targets and align with the team to meet targets consistently.
- Interact with customers frequently to the appropriate service for their needs.
- Implement after-sales services to follow up customer satisfaction.
- Ensure and develop customer service performance effectively.
- Receive and implement customer feedback to improve the quality of service.
- Create customer loyalty programs to increase revenue and improve client retention.
- Build and oversee annual budget for the customer service department.
- Participate in the planning process to improve and innovate the quality of the company's products and services to better meet the needs of customers.
- Manage and update customer accounts regularly and confidentiality.
- Coordinate well with internal groups for effective alignment.

**About you and your experience**
- Bachelor or Master’s degree in economics, marketing or related fields.
- Have experience in a similar position or at least 02 years of working experience.
- Have expertise, understanding of customer service support, customer care processes.
- Excellent knowledge of management methods and techniques.
- Ability to think strategically and to lead.
- Strong customer-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills
- Proficient in soft skills such as: verbal and written communication, task management, Microsoft office, problem-solving, etc.
- Willing to work on a team.
- Carefull attention to details.

**What we offer**
- An attractive remuneration package.

Pay: $75,000.00 - $90,000.00 per year

**Benefits**:

- Salary packaging

Schedule:

- 8 hour shift

Supplementary Pay:

- Annual bonus

Ability to commute/relocate:

- Melbourne, VIC 3004: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (required)

**Language**:

- Vietnamese (required)

Work Authorisation:

- Australia (required)

Work Location: In person

Application Deadline: 10/09/2024
Expected Start Date: 01/10/2024