Customer Service Manager

Job Description

We are on the hunt for a Customer Service Manager to lead our dynamic team in Wangaratta. This role requires strong leadership skills to foster a customer-centric environment while managing a team dedicated to enhancing client satisfaction. The ideal candidate will implement effective strategies and provide guidance to ensure exceptional service delivery.

Responsibilities

• Oversee the daily operations of the customer service department.
• Ensure customer inquiries are handled promptly and efficiently.
• Train and develop the customer service team to enhance skills.
• Develop and implement customer service policies and procedures.
• Monitor and evaluate team performance against KPIs.
• Respond to escalated customer complaints and feedback.
• Collaborate with management to refine service delivery strategies.
• Conduct regular team meetings to promote engagement and motivation.
• Prepare reports on customer service metrics and team performance.

Requirements

Education

• Bachelor's degree in Communications or related field
• Relevant certifications in customer service management are beneficial

Experience

• 5+ years in customer service roles with at least 2 years in a management capacity

Technical Skills

• Customer Service Software
• Reporting Tools

Soft Skills

• Conflict Resolution
• Adaptability

Certifications

• Customer Experience Management Certification
• Six Sigma Green Belt

Languages

• English: Fluent

Advantageous

• Experience in project management: Knowledge of managing projects to enhance customer service operations.
• Familiarity with digital marketing strategies: Understanding of how digital marketing can impact customer retention.

Benefits

• Competitive salary and performance bonuses
• Comprehensive health insurance
• Professional development opportunities
• Work-life balance initiatives

Company Culture

• Supportive Environment: We believe in providing a supportive atmosphere where team collaboration is key to success.
• Customer-Centric Approach: Our focus is entirely on ensuring customer satisfaction through dedicated service.
• Innovative Thinking: We encourage creative solutions and innovative thinking within our teams.