Customer Service Support Manager Linkly is Australia's leading supplier of payment integration solutions. Our rock-solid middleware powers over 200,000 terminals and processes over two billion transactions annually. Our applications support over 500 POS applications. Our clients include major banks and retailers such as Woolworths, David Jones, Myer, JB Hi-Fi, and Bunnings.
JOB SUMMARY The Client Services Manager will play a critical role in leading and developing the Client Services team, focusing on fostering a high-performance culture. You will inspire and guide your team to deliver exceptional service while driving continuous improvement in both client satisfaction and team capabilities.
KEY RESPONSIBILITIES: Team Leadership : Lead, manage, and develop a high-performing Client Services team. Set clear goals, provide guidance, and support the team in overcoming challenges. Team Development & Coaching : Mentor team members to enhance their skills and ensure they have the tools and knowledge needed to provide excellent client support. Customer Engagement & Enhancement : Collaborate closely with Relationship Managers and Account Managers for key customers to ensure seamless service delivery. Reporting & Analysis : Oversee the generation of accurate, actionable reports for the Client Services team. Process Improvement : Lead initiatives to continuously assess and enhance current client services processes. Support Technology and Tool Management : Lead the evaluation and integration of support technologies to enhance the team's efficiency. QUALIFICATIONS AND EXPERIENCE: Minimum of 5 years of experience in client services preferably in a technical industry. Experience managing client services team. Extensive experience with support technologies, tools, and reporting processes. Experience with support ticketing platforms and telephony software. Proficiency in data analysis. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. BEHAVIOURS REQUIRED At Linkly, we encourage our people to embrace our values, being:
Act like an owner Deepen Trust Care and respect Seniority level Mid-Senior level
Employment type Full-time
Job function Software Development and Banking
#J-18808-Ljbffr