Customer Service Manager

6 days ago

Sydney, New South Wales, Australia Splend Full time

About Us 

At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership.  

But we aren't just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles. 

About the Role

Our Customer Service Manager will be responsible for managing our Customer Service Experience across the business (Australia and the UK) as we continue to grow, therefore will be a pivotal part of our success moving forward. In this highly analytical role, with a big focus on reporting and rolling out strategies, it's an exciting time to be joining us and would suit someone passionate about Customer Service with experience in working across global offices.

Responsibilities
  • Recruit and train new team members (build out as we grow).
  • Effectively manage conflict and complaints in a proactive and constructive manner, supporting your team to do the same.
  • Maintain systems, people and processes to ensure excellence in Customer Service at all times.
  • Ensure all forms of customer communication are functioning at peak levels of performance.
  • Monitor and report on service levels and other relevant Customer Service metrics
  • Monitor and manage the systems used and work with IT to make improvements as required.
  • Ensure compliance measures are being implemented and followed at all times.
  • Manage escalated issues and resolve in a timely manner.
  • Keep accurate record keeping in CRM (ZoHo)
  • Collaborate with relevant departments to provide a positive solution to the customer, and to continuously improve our processes. 
  • Take insights from available data to develop strategies to improve service outcomes and create efficiencies. 
What you'll bring
  • Proven experience in a similar manager level role (3+years preferable).
  • Comfortable managing a global team with flexibility around working hours.
  • Comfortable managing and structuring an IVR line.
  • Strong customer service focus and commitment to operational excellence.
  • Excellent written and verbal communication skills.
  • Proven ability to manage performance of team members effectively and consistently.
  • Strong analytical skills to contribute to strategic planning and development.
  • Effective time management and organisation skills.
  • Be a proactive and reactive thinker
  • Be a natural problem solver and be solution driven in your approach
  • Experience using Zoho (preferable)
What we offer
  • Performance based bonus.
  • Salary packaging with 15% employer contributions for Electric Vehicles  
  • A day off on your birthday 
  • Employee Assistance Program 
  • Dedicated Learning & Development platform.

Splend is a dynamic growth company driven a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact. 

At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward. 

When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.

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