Position: Customer Service Manager
Position Type: Full-Time
Salary: $73,000 to $78,000 plus superannuation per annum
Location: Yarraville VIC 3013
Our client is seeking an experienced Customer Service Manager to join their team located in Yarraville, Victoria.
Responsibilities and Duties:
* Leading and motivating staff to ensure they're delivering the best customer service possible and ensuring that the needs of their customers are being satisfied.
* Create engaged customers and staff and facilitating communication.
* Developing, implementing and improving company's customer service procedures and policies.
* Dealing with complaints and feedback from clients and providing help and advice to employees. Taking ownership of customer issues and following problems through to resolution.
* Communicating courteously with customers by telephone, email, letter and face to face. Producing and record-keeping written information for customers, often involving use of computer packages/software;
* Writing reports analysing the customer service that our organisation provides. Keeping accurate records of discussions or correspondence with customers;
* Taking customer feedback and analysing statistics or other data to determine the level of customer service and organisation
* Providing training to team members and assisting with staff recruitment and appraisals;
* Developing feedback or complaints procedures for customers.
* Arranging meeting with other unit managers and staff members to discuss possible improvements to customer service. Improving customer service procedures; policies and standards for our organisation by conducting meetings, surveys and through feedback.
* Coordinate and manage customer service projects and initiatives.
* Evaluating staff performance in relation to quality of customer service and identifying and address staff training and co aching needs.
Requirements:
* Associate Degree, Advanced Diploma or Diploma in relevant field
* Minimum five (5) years of work experience in Customer Service Management.