Customer Service Manager

**What you can expect at Clarence**
- Competitive remuneration and flexible work conditions (full time pay except work from home for half a day each fortnight and have the rest of the day off)
- Gain experience in an agile office environment where no two days are the same
- Supporting our members with their business requirements
- Training provided with ongoing support and learning
- Work from a modern CBD workspace
- End of journey trip facilities

**About Clarence**: Clarence offers contemporary, flexible serviced workspaces in Brisbane, Melbourne and Sydney. Clarence is Australia's largest group of independent solicitors with over 600 law firms and 300 professional service firms utilising Clarence's services. We provide our members with the resources, support and space to establish and grow their businesses.

**Role**:Guiding the Sydney team into all aspects of customer service and satisfaction whilst being responsible for developing, implementing, enforcing, and evaluating policies, procedures, and standards.

**Duties and responsibilities**:

- Manage and train all customer service employees, ensuring all employees are engaged and collaborating effectively across the three Sydney locations to ensure all clients receive the level of premium customer service Clarence is renowned for.
- Assist in the recruitment of high-performance customer service individuals as required.
- Act as a point of escalation for any customer related issues and report to the COO.
- Set reasonable customer satisfaction goals and work with the team towards achieving and exceeding all defined KPI’s to ensure deadlines are met.
- Work alongside the Head of IT and the Finance and Operations Manager to troubleshoot and improve any issues with online client onboarding, billing and other process issues impacting customer service.
- Generate reports for customer service.
- Develop and implement Clarence brand and service guidelines to be adhered to.
- Continually work on new ideas and procedures to improve efficiency.
- Liaise with Location Managers, the Head of IT and The Marketing team to collaborate about new campaigns, new product launches, website updates, current marketing and any other issues related to customer service.
- Using the firm’s CRM to provide assistance to customers joining online and to update customer information as required.
- Identify ways to improve overall customer experience and retention and action adjustments across channels.
- Oversee communication and administrative tasks with various suppliers, liaising closely with Marketing to ensure compliance with excellent customer service and satisfaction.
- Manage any social media accounts, including responding to social comments promptly.
- Maintain communication with a range of suppliers.
- Foster a company-wide culture of Customer Satisfaction.
- Assist the sales team to ensure retention of members and perform ad hoc tasks as directed by the Sydney Sales Manager
- Ensure integrity of manual charges and assist the finance team to maximise revenue generating opportunities

**Skills**:

- Diploma Qualification
- At least 2 years of relevant work experience
- Passionate about putting customers first.
- Experienced at resolving conflict and problem solving.
- Excellent time management, organisation, and priority management skills
- Excellent verbal and written communication skills

**Salary**: $65,000.00 - $75,000.00 per year

**Benefits**:

- Free drinks
- Professional development assistance
- Visa sponsorship
- Work from home

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Sydney, NSW 2000: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)