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Customer Service Manager

3 months ago

Camberwell, Australia Middle Camberwell PTY LTD Full time

We are seeking a dynamic and dedicated Customer Service Manager to lead our customer service team. The ideal candidate will be responsible for overseeing all aspects of customer service operations, ensuring that our customers receive a consistently high level of service. The Customer Service Manager will also be responsible for managing, coaching, and developing the customer service team to ensure they are equipped to deliver exceptional customer experiences.

Key Responsibilities:

 ·      Lead and motivate the customer service team to deliver outstanding customer service at all times

·      Develop and implement customer service strategies to improve customer satisfaction and retention

·      Monitor and analyse customer service performance metrics and quality control to ensure continuous improvement

·      Handle escalated customer inquiries and complaints, striving for swift and satisfactory resolutions

·      Reviewing and creating guidelines and plans for customer interactions and the services and products offered.

·      Providing guidance and feedback to team members, aiding in recruitment

·      Conduct regular training and coaching sessions to enhance the skills and knowledge of the customer service team

·      Collaborate with other departments, agents, and customers to understand and address customer expectations

·      Develop and implement customer service policies, procedures, and standards to ensure consistency and efficiency

·      Generate reports and provide insights to the management team regarding customer service performance and trends

 Skills and Qualifications:

·      Proven experience in a customer service management role, preferably in the retail industry

·      Strong leadership and people management skills with the ability to motivate and inspire a team

·      Excellent communication, interpersonal, and problem-solving skills

·      Demonstrated ability to develop and implement effective customer service strategies and processes

·      Strong analytical skills and ability to interpret data to drive improvements

·      Ability to handle escalated customer inquiries and complaints with empathy and professionalism

·      A passion for delivering exceptional customer experiences and a customer-centric mindset

·      Flexibility to work in a fast-paced and dynamic retail environment

Benefits:

 ·      Competitive salary and benefits package

·      Opportunity for career growth and development

·      Dynamic and inclusive work environment

Hours of work

 Monday to Friday (9:00am to 5:00) – 38 hours

 How to Apply:

If you are a passionate and driven individual with a strong commitment to delivering exceptional customer service, we would love to hear from you. Please submit your resume and cover letter detailing your relevant experience and why you would be the perfect fit for this role.