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

• Lead the customer service team to achieve high service standards.
• Resolve complex customer issues and be the point of contact for escalations.
• Create a positive team environment through effective coaching.
• Develop training materials and conduct regular training sessions.
• Analyze customer feedback and adjust service strategies accordingly.
• Foster relationships with clients to enhance overall satisfaction.
• Monitor industry trends to improve service excellence.
• Report on department performance and provide insights for improvement.

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

• Proficiency in additional languages: Ability to communicate with a diverse customer base.
• Experience in training and development: Skill in designing and conducting training programs for staff.

Benefits

• Health, dental, and vision plans
• 401(k) retirement plan with employer matching
• Generous paid time off policy
• Employee assistance programs

Company Culture

• Employee Recognition: We celebrate achievements and recognize contributions from every team member.
• Diversity and Inclusion: We are committed to creating a workplace that values diversity in all its forms.
• Continuous Training: Regular training and upskilling opportunities for all staff members.