Customer Service Manager

3 weeks ago

Double Bay, Australia JSHealth Vitamins Full time

JSHealth Vitamins is a well-positioned Australian-based company specialising in developing and

producing nutrient-rich, science-backed vitamin and supplement formulas with a focus on

addressing specific health concerns and wellness goals. JHealth Vitamins' commitment to quality, science-backed formulations, and targeted wellness solutions holds us in good stead for continued growth and success.

We are currently looking for a Customer Service Manager to join our team.

As Customer Service Manager, you will be responsible for overseeing the running of the Customer Service Team and managing all aspects of Customer Service. Growing and maintaining customer relationships and prioritising customer satisfaction at all times. You will be responsible for creating and reviewing customer policies and implementing new processes to help improve customer experience. Assist with hiring of any new team members and support them in their role with continued training and skill development. You will also communicate directly with external parties and work to introduce new and improved services to customers.

Salary: $100k + Super

MAIN DUTIES/RESPONSIBILITIES:

• Developing and reviewing all processes, policies and procedures relating to customer

service

• Improve and modify services where necessary to improve customer experience and

manage customer complaints

• Managing Customer Service Team, providing necessary training to staff and using skills

to help them develop further into their role within the team.

• Develop Customer Service manuals to be used by staff when assisting with customer

enquiries.

• Hold weekly Customer Service Team meetings, briefing staff members on weekly tasks

and duties.

• Resolve problems that affect the service, efficiency, and productivity of the customer

service associates.

• Regularly review and adapt domestic and international shipping policies.

• Liaise with Distribution and Wholesale Manager to maintain service standards provided

to Wholesale customers.

• Assist COO with interview process for potential Customer Service Team Members,

outlining key skills required for the role.

• Liaise with Head of Growth regarding development of post-sale follow-up ideas and

review feedback received from customers to ensure customer satisfaction with purchase

of performance of goods and services.

SKILLS & EXPERIENCE

Qualifications: AQF Associate Degree, Advanced Diploma or Diploma or relevant experience

Experience: At least 3 years experience in a similar role.

Skills:

• Excellent customer service skills

• Strong managerial and leadership skills

• Conflict management

• Decision making

• Communicate well at all levels verbally and written

• Experienced user of Microsoft Office and Outlook

• Previous experience using Shopify

• Reliable, organised and able to meet deadlines

PERFORMANCE GOALS:

• Ensure all customer enquiries are responded to in a timely manner

• Resolve all customer complaints efficiently and to a high standard

• Communicate professionally at all times with customers, staff members and external

parties

• Develop Customer Service team and ensure all staff members receive appropriate

training

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