The ClientSouthland Supply Group is a leading Industry Supplier of Personal Protective Equipment, PPE, Workwear, Clothing and Footwear, Construction Site Equipment in Australia.The RoleIt is for a full-time role with an annual salary of $75,000 + Superannuation and will be based in Lawson, NSW.The ResponsibilitiesManaging, strengthening and reviewing the level of relationship between EWE and its clients and other stakeholders involved in the delivery of services to our customers.Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided.Providing before and after-sales support to customers by managing complaints and feedback.Making decisions on conflict resolutions including internal changes to policies and procedures, staff training, service delivery standards, and complaint escalations.Managing requests for refunds or other forms of compensations and providing strategic direction to staff members.Developing and managing the organisation's customer service policies, procedures, and problem-solving guidelines.Providing training to staff members in relation to the delivery of high level of services whilst building positive customer relationships.Developing, implementing and managing after-sales services to follow up customer satisfaction, ensure performance of service delivery, and modify and improve services provided as required to increase satisfaction levels.Assessing customer retention levels and recommending improvements where required.Constantly assessing the company's structure and software fitness to the complexity and size of the business while recommending and assisting with the implementation of more appropriate solutions.Liaising with other Managers and Departments to identify and respond to customer expectations, and to collaborate towards the delivery of a higher-level customer service and to ensure customer service excellence across all areas.Developing and maintaining collaborative relationships with internal teams and external stakeholders.The RequirementsDiploma or higher qualification in a relevant field.At least 3 years of experience in customer service management.At least 3 years of experience in a similar role in a professional commercial setting.At least 3 years of experience in managing and leading customer service teams, including hiring, training, and performance evaluation.Ability to manage customer-related staff within a complex structure.Excellent communication skills both in writing and speaking.Proven leadership and mentoring skills.Proven decision-making skills.Excellent communication and interpersonal skills to effectively collaborate with various stakeholders.Attention to detail and ability to deliver high-quality reports within deadlines.Familiarity with statistical analysis and data mining techniques is a plus.
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