Navigate Australia Pty Ltd – Melbourne VIC
Our clients in professional service and marketing services are seeking a dynamic and experienced Customer Service Manager to lead the customer service team. The ideal candidate will be passionate about delivering exceptional customer experiences and have a proven track record in managing and motivating teams.
About this role We are looking for an experienced Customer Service Manager to provide excellent customer service to increase customer satisfaction, loyalty, and retention and to meet their expectations.
A Customer Service Manager demonstrates strong leadership qualities with an ability to resolve all types of customer inquiries. Oversee, train, and motivate the customer service team to reach customer satisfaction goals.
Ability to analyze and develop policies and procedures concerning customer relations and services provided.
Responsibilities Set a clear customer service strategy and deploy it effectively.Take responsibility for customer issues and follow up until resolved.Review, modify, and develop processes, policies, procedures, and service standards to improve services provided.Analyze statistics to prepare accurate reports.Manage, recruit, train, and provide feedback to customer service team members for understanding and motivation.Provide professional upskilling or learning opportunities for team members.Lead discussions on customer satisfaction targets and align with the team to meet targets consistently.Interact with customers frequently to provide appropriate service for their needs.Implement after-sales services to follow up on customer satisfaction.Ensure and develop customer service performance effectively.Receive and implement customer feedback to improve the quality of service.Create customer loyalty programs to increase revenue and improve client retention.Build and oversee the annual budget for the customer service department.Participate in the planning process to improve and innovate the quality of the company's products and services to better meet the needs of customers.Manage and update customer accounts regularly and confidentially.Coordinate well with internal groups for effective alignment.About you and your experience Bachelor or Master's degree in economics, marketing, or related fields.Experience in a similar position or at least 2 years of working experience.Expertise and understanding of customer service support and customer care processes.Excellent knowledge of management methods and techniques.Ability to think strategically and lead.Strong customer-facing and communication skills.Advanced troubleshooting and multi-tasking skills.Proficient in soft skills such as verbal and written communication, task management, Microsoft Office, problem-solving, etc.Willing to work in a team.Careful attention to detail.What we offer An attractive remuneration package of $75,000 to $90,000 plus super depending on your experience.Opportunity to develop your career.Work alongside a talented and passionate team in a collaborative and supportive environment.Collaborate with clients from around the world and gain valuable international experience.How to Apply If you possess the requisite skills and expertise to excel in this role, we invite you to submit your resume and a cover letter highlighting your relevant experience and achievements.
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