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Customer Service Manager

2 weeks ago

Melbourne, Australia Pace Appointments Full time

We are seeking an experienced and highly motivated individual to join our client's team as a Customer Service Manager. Your primary focus will be on customer service, including after-service support and sales administration. Additionally, you will oversee a team of technicians and provide leadership to ensure customer satisfaction.

**Requirements**:

- Extensive experience in customer service, with a deep understanding of the importance of excellent customer service in the industry.
- Proficiency in SAP/CRM is an absolute must. Minimal training will be provided, so the ability to hit the ground running is essential.
- Knowledge of Dynamics and SAP systems is highly desirable.
- Strong mechanical and technical knowledge is critical, although support from service technicians will be available.
- Industry experience in whitegoods, parts, or aftersales service is preferred. Knowledge of automotive industry practices and liaising with technicians is an advantage.
- Excellent troubleshooting skills and the ability to handle customer cases effectively.
- Proven track record in closing issues, addressing problems, and handling urgent customer situations.
- Collaboration with other departments and effective communication skills are essential.
- Experience in maintaining and growing key accounts is highly valued.

**Responsibilities**:

- Lead and support a team of Customer Service Executives, ensuring their productivity, professional development, and adherence to company policies.
- Efficiently utilize SAP/CRM systems to manage customer interactions, track issues, and resolve problems.
- Collaborate with other departments, such as sales, marketing, and technical teams, to ensure smooth operations and effective communication.
- Maintain and develop key accounts, building strong relationships with customers.
- Drive efficiency and urgency within the customer service team, ensuring timely resolution of customer issues.
- Implement strategies to improve customer satisfaction, loyalty, and retention.
- Train and develop team members in customer service best practices and industry-specific knowledge.
- Proactively identify areas for improvement and implement process enhancements to enhance overall customer service performance.