Customer Service Manager - Sydney, Australia - Magnus Recruitment Solutions

Magnus Recruitment Solutions
Magnus Recruitment Solutions
Verified Company
Sydney, Australia

1 week ago

Olivia Brown

Posted by:

Olivia Brown

beBee Recruiter
Description

The
Customer Service Manager is responsible for managing the customer service team and ensuring that customers have a positive experience with the company.

They will develop and implement policies and procedures to improve customer satisfaction and ensure that customer service representatives are well-trained and equipped to provide excellent service.


Key Responsibilities:


  • Manage and oversee the customer service team, including hiring, training, and scheduling.
  • Develop and implement policies and procedures to improve customer service and ensure that customer inquiries and complaints are handled in a timely and professional manner.
  • Monitor customer satisfaction and respond to feedback to improve customer experience.
  • Develop and maintain relationships with customers to ensure their continued satisfaction and loyalty.
  • Coordinate with other departments, such as sales, marketing, and operations, to ensure a seamless customer experience.
  • Monitor and analyze customer service metrics, such as response time, resolution time, and customer satisfaction ratings, and make adjustments as needed.
  • Stay uptodate with industry trends and best practices in customer service and implement new strategies as appropriate.
  • Prepare reports and presentations on customer service performance for senior management.
  • Handle escalated customer issues and complaints to ensure resolution and customer satisfaction.
  • Develop and manage the customer service budget.

Qualifications:


  • Bachelor's degree in business administration, Marketing, or related field.
  • Minimum of 5 years of experience in customer service, with at least 2 years in a management position.
  • Excellent interpersonal and communication skills.
  • Strong leadership and management skills.
  • Ability to work well under pressure and handle multiple tasks simultaneously.
  • Strong problemsolving and decisionmaking skills.
  • Knowledge of customer service best practices and trends.

Physical Demands:
The Customer Service Manager may be required to sit or stand for extended periods. They may also be required to lift or move objects weighing up to 25 pounds.

Work Environment:
The Customer Service Manager will work in an office environment, with occasional travel to other locations as needed. They may be required to work long hours, especially during peak periods or when dealing with escalated customer issues.


Job Types:
Full-time, Part-time, Contract


Experience:

Customer Service Manager: 1 year (preferred)


Work Location:
In person
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