Customer Service Manager - Perth, Australia - Australia One

Description

Australia One Pty Ltd


Role:
Customer Service Manager (Full time)
Australia One is an innovative and dynamic Inbound Tour Operator for Australia.

Australia One is made up of a team of dynamic travel professionals. We provide expertise in various fields and speak in most languages to support the extensive international customer base.


Why work for us?

Have full accountability for the Business Unit's Contact Centre operational performance, your customer experience and team engagement, which includes delivering to organisational KPIs and goals.

Our team prides itself on offering the most professional and friendly service available, and we always ensure our communication and customer support is managed in a timely way.

We are looking for an experienced Customer Service Manager for our business.


Duties:

• Actively drive the successful achievement of a highperformance, valuesbased company culture
• Providing feedback to other team members to respond to customers' needs and expectations.
• Direct resolution of service performance issues, facilitation of service resolution in operational service delivery performance
• Actively participate with Customer Experience to evaluate opportunities to leverage service initiatives.
• Organisational development expertise

- redefining processes that support a new way of thinking, whilst underpinning a culture of continuous improvement

• Forming new customer relationships.
• Enhancing current customer relationships.
• Providing marketplace feedback to team members.
• Reporting directly to the Managing Director.
• Ability to travel to Europe two to three times per year for a twotothreeweek duration for customer service activities.
• Availability to share our 24/7 after hours customer service emergency phone when required.

Required experience:

• Previous inbound knowledge and experience is essential to understand our customer's needs.
• Minimum bachelor's degree in a tourism field.
• A working knowledge of managing both inbound FIT and Groups bookings.
• Strong analytic & creative problemsolving skills, & excellent written & verbal communication skills in German and English
• Proven exp in defining processes to achieve continuous improvement.

Salary:
$69, $70,000.00 per year


Benefits:

• Work from home

Schedule:

• 8 hour shift

Work Location:
In person

Application Deadline: 31/12/2023