Add expected salary to your profile for insightsIn an exciting move we have made the decision to create a centralised customer service department and as such al.ive body is now seeking an experienced Customer Service Manager to lead their customer service team in Colonel Light Gardens, South Australia.About al.ive bodyal.ive body is a personal and home care brand; creators of aesthetic moments and champions of conscious living.
Our mission is to offer a delightful fusion of form and function, where style meets sustainability.
With our premium Australian-made products, we elevate the aesthetics of your home while embracing the power of nature.We launched in March 2020 and in less than four years we have rocketed from start up to scale up.
This is an amazing opportunity to join a business that continues to grow in current markets, new international markets and organisational capability.About the roleThe Customer Service Manager at al.ive body will be instrumental in building and maintaining a positive company image through responsive and solution-oriented communication with our customers.
Reporting directly to the Head of Customer, this full-time position will see you responsible for leading, coaching, and developing the customer service team, creating strategies to improve service quality, and managing customer interactions to resolve issues promptly and professionally.This position will be responsible for the areas of:Customer service operationsLeadership & team managementStrategy & process improvementReporting & analyticsKey ResponsibilitiesOversee the management and optimisation of a multi-channel ticketing system for both D2C and B2B platforms.Manage and motivate a team of customer service representatives to deliver outstanding customer experienceDevelop and implement customer service strategies, policies, and procedures to drive continuous improvementEnsure we have a well-maintained knowledge base with FAQs, guides, and troubleshooting tips to encourage customers to engage with self-service options, reducing frustration and improving overall satisfaction.Ensure responses on social media platforms are timely and encourage and acknowledge these contributions, fostering a deeper connection.Ensure insights from customers are communicated to other departments (e.g., operations or marketing) to make improvements.Monitor team performance and identify areas for growth, providing coaching and training as neededCollaborate with other departments to ensure a seamless and consistent customer experienceAnalyse customer feedback and data to identify trends and opportunities for service enhancementsChampion a customer-centric culture and foster a positive work environmentEssential Skills, Qualifications & Experience:Bachelor's degree in business administration, communications, or a related field (preferred).Proven experience in customer service, with at least 2+ years in a supervisory or managerial role.Strong understanding of customer service best practices and service-oriented technologies (CRM systems, helpdesk tools, etc.
)Excellent communication, interpersonal, and leadership skillsStrong problem-solving and decision-making abilitiesProficient in data analysis and customer service metricsAbility to lead and motivate a team to achieve customer service excellenceFlexible and adaptable to changing customer needs and business requirementsWhat we offerComprehensive training and development opportunitiesFlexible working arrangements and a healthy work-life balanceOpportunities for career progression within the organisationA supportive and collaborative team environmentDiscounts on al.ive body products and servicesHow To ApplyTo learn more about Al.ive Body visit Alivebody.com.auPlease provide a letter of application and curriculum vitae.Applications close on Friday 31st January.No recruitment agencies please.Only apply if you have the rights to work in AustraliaApply now to become our next Customer Service Manager!#J-18808-Ljbffr