Job Title: Customer Service ManagerWe are seeking a passionate and experienced Customer Service Manager to lead our customer service team and contribute to our ongoing success.
About Us:SSS Tyres & Wheels is a trusted name in the tyre and wheel industry, known for our commitment to quality products and exceptional customer service.
Responsibilities:Develop and review customer service policies, programs, and procedures to align with business objectives and enhance service quality.Ensure operational efficiency within the call centre and other customer service channels by monitoring performance metrics and implementing process improvements.Provide direction, support, and constructive feedback to the customer service team to maintain high levels of engagement and performance.Participate in the recruitment, training, and professional development of staff to build a capable and customer-focused team.Manage, motivate, and mentor team members, fostering a positive and customer-oriented culture.Plan and implement after-sales services, including customer follow-ups and satisfaction surveys, to ensure the quality and performance of goods purchased.Liaise with internal departments, service agents, and customers to identify customer expectations, address concerns, and improve service offerings.Respond promptly and effectively to escalated issues, providing solutions that balance customer needs with business objectives.Monitor and report on key performance indicators (KPIs) related to customer service, identifying areas for continuous improvement.Work closely with other organisational units to integrate customer feedback into product and service development processes.Plan and execute strategies to optimize call centre operations, ensuring prompt resolution of customer queries and enhancing overall satisfaction.Develop and implement strategies to improve the customer experience across all touchpoints, ensuring consistent service delivery.Plan and coordinate initiatives to understand and respond to changing customer needs, contributing to service excellence and retention.Requirements:Tertiary qualifications requiredProven experience in customer service management, preferably within a wholesale or retail environment at least 2 yearsStrong leadership and team management abilities with a track record of driving performance and customer satisfactionExcellent communication, problem-solving, and interpersonal skillsAbility to work collaboratively across departments and adapt to changing business needsExperience with COSTAR software is highly preferableSalary: $108,000 plus 11.5% superannuation
Location: Dandenong South VIC 3175
Hours: 44 hours
Mode: Full-Time