Position: Customer Service Manager Position Type : Full-Time Location: Bundall QLD 4217 Our client is seeking a Customer Service Manager to join their dynamic team located in Bundall, Queensland.
Relevant duties and responsibilities Hiring, training, and overseeing customer service representatives to ensure excellent service delivery; Addressing complex or escalated customer issues and finding resolutions to maintain satisfaction; Tracking team performance through key metrics (for example, response time, resolution rate, customer satisfaction scores) and implementing improvements; Analysing customer feedback and implementing strategies to enhance overall customer satisfaction and retention; Working with sales, marketing, product, and IT teams to ensure customer concerns and insights are addressed; Conducting regular training sessions to improve team skills, product knowledge, and problem solving abilities; Keeping up with new customer service technologies, best practices, and market trends to improve service strategies.
Required Qualifications At least: o an AQF (or equivalent) Associate Degree, Advanced Diploma or Diploma; or o at least (3) years of relevant experience to substitute for qualification.
Required Experience A minimum of three (3) years of full-time relevant experience.
Prior experience in a financial planning practice Previous experience in a customer service leadership or supervisory role Excellent problem-solving skills Attention to detail and accuracy Exceptional phone etiquette and written communication Strong time-management skills.