Position: Customer Service Manager
Position Type: Full-Time
Salary: $74,000 plus superannuation per annum
Location: Sydney NSW 2000
Are you an experienced customer service professional with a knack for leadership and a passion for building strong client relationships? Our client Quantum Scaffolding is seeking a dedicated Customer Service Manager to oversee and enhance their customer service operations, ensuring that every client receives exceptional support. With a focus on safety, precision, and integrity, they provide top-quality scaffolding services for industrial, commercial, and residential projects.
Key Responsibilities:
* Design, implement, and review customer service policies and procedures that support Quantum Scaffolding’s commitment to proficiency, and client satisfaction.
* Maintain and strengthen relationships with clients, serving as the primary point of contact for inquiries, complaints, and service improvement opportunities.
* Oversee and coordinate customer service activities to ensure efficient handling of client requests and timely, accurate delivery of solutions.
* Establish and monitor service performance standards, tracking KPIs to ensure that customer service goals are met and drive continuous improvement.
* Prepare regular reports for senior management on customer service metrics, client feedback, and areas for improvement, ensuring alignment with company objectives.
* Work closely with the safety and project teams to address client needs while adhering to high safety standards and regulatory requirements.
Requirements:
* Qualifications: Associate Degree, Advanced Diploma or Diploma in relevant field
* Experience: At least three (3) years of relevant work experience
* Leadership Skills: Strong leadership and team management abilities, with experience in coaching, developing, and motivating staff.
* Communication: Excellent interpersonal and problem-solving skills, with a client-first approach to service.
* Analytical Skills: Ability to track and analyze service metrics to identify and implement improvements.
* Attention to Detail: Strong focus on safety, compliance, and accuracy in all aspects of customer service.