Your new company
A rapidly growing company is seeking an experienced and dynamic Customer Service Manager responsible for leading a team of customer service agents, ensuring exceptional customer support, and driving team performance to meet company standards and legislation. This role requires excellent leadership skills, strong communication abilities, and a passion for delivering customer-centric service in the fast-paced industry.
Your new role
* Lead and manage a team of 17 customer service agents to ensure high-quality service and resolution of customer enquiries.
* Provide ongoing coaching, training, and support to team members to enhance their skills and knowledge of processes and systems.
* Set and communicate clear performance goals, ensuring individual and team targets are met or exceeded.
* Handle escalated customer issues or complaints, providing timely and satisfactory resolutions in line with company policies.
* Collaborate with internal departments to ensure seamless communication and process improvement across the customer journey.
* Monitor key performance indicators (KPIs) such as average handling time, first-call resolution, and customer satisfaction scores, implementing strategies to improve team metrics.
* Foster a positive, collaborative, and motivating work environment, ensuring team engagement and adherence to company values.
What you'll need to succeed
* Proven experience as a Customer Service manager leading a big team.
* Excellent communication, leadership, and coaching skills, with the ability to lead a large team effectively.
* Experience of using SAP is essential.
* Proficiency in using customer service software, contact centre platforms, and communication tools.
* Strong analytical skills to monitor and interpret KPIs, identifying areas for team improvement.
* An absolute passion for customer service and making each encounter best in class.
What you'll get in return
* Integral role for growth plans and the ability to put your own stamp on the whole of the contact centre function.
* Career growth opportunities.
* Agile work environment.
* Paying $140-160k plus super plus bonuses.
* This is an exciting opportunity for a driven individual to lead a remote customer service team in delivering outstanding service to our valued customers.
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