Job Description Location: Fairfield Salary Package: $100k - $110k + super Role Highlights: This is an exclusive opportunity to lead a high-performing customer service team for a leading E-commerce FMCG brand.
Drive operational excellence by optimising processes, enhancing service delivery, and ensuring seamless customer support.
Lead your team to resolve issues efficiently, exceed expectations, and elevate the customer experience.
Your leadership will be instrumental in fostering collaboration, improving communication, and building strong relationships to continuously exceed customer expectations.
Role Overview As the Customer Service Manager, you will play a vital role in managing and inspiring a high-performing team for a fast-paced E - Commerce FMCG brand.
Your leadership, strategic mindset, and customer-focused approach will be instrumental in delivering exceptional service and driving customer satisfaction.
This Customer Service Manager will take charge of overseeing daily operations, ensuring timely resolution of inquiries, and maintaining service excellence across all touchpoints.
Your ability to motivate your team, foster collaboration, and manage escalations will be key to exceeding customer expectations.
Additionally, you will drive continuous improvement initiatives, monitor performance metrics, and ensure seamless communication with both internal teams and external stakeholders, all while optimising operational efficiency and elevating service standards.
Responsibilities • Lead and supervise a local team of customer service professionals handling phone, email, and live chat inquiries related to products • Develop and execute innovative customer service strategies aimed at enhancing satisfaction, retention and engagement • Identify opportunities to optimise and automate customer service workflow, improving efficiency and response times • Leverage customer feedback and insights to help position the brand as a standout brand • Collaborate with the operations team to ensure smooth daily interactions and resolve issues with logistics and delivery partners • Work closely with the food quality assurance (QA) team to manage product quality concerns, providing customers with timely updates on investigation progress • Offer ongoing guidance, coaching, and mentorship to ensure team members' growth and development • Facilitate regular team meetings to communicate updates, gather feedback, and promote collaboration • Monitor team performance, providing constructive feedback and conducting performance reviews to ensure continuous improvement • Develop and implement training programs for new hires and ongoing professional development of the existing team • Ensure that team members adhere to policies, procedures, and processes for compliance and operational efficiency • Oversee team rosters, timesheets, leave management, and resource allocation to meet business needs and ensure operational effectiveness • Build and maintain strong relationships with key stakeholders across departments to support customer-centric initiatives and strategic business goals Candidate Profile You are a highly motivated and experienced Customer Service Manager, with 3 to 5 years in consumer-facing roles and a passion for people management.
Skilled at training, developing, and upskilling teams, you excel in fast-paced environments while ensuring high levels of performance and customer satisfaction.
You have a proven track record of collaborating with cross-functional teams, including logistics, operations, and quality assurance, to resolve issues and drive seamless customer experiences.
With strong communication, time management, and project implementation skills, you are adept at balancing multiple priorities and leading your team to meet targets.
Coming from an FMCG background, you are proactive, solutions-driven, and committed to continuous improvement.
Your ability to collaborate with various teams and stakeholders ensures successful outcomes, while your focus on employee engagement and development fosters a high-performing team environment.
Culture & Benefits Join a dynamic and rapidly growing global FMCG leader in a key role that empowers you to drive customer service excellence.
In this pivotal position, you'll have the opportunity to lead a high-performing team, collaborate with cross-functional departments, and play a crucial role in delivering seamless customer experiences.
With a strong focus on operational excellence and continuous improvement, this company offers a supportive and engaging environment where you can grow your leadership skills, take on exciting challenges, and advance your career.
As the business expands, you'll have the chance to contribute to its success while developing professionally in a thriving, collaborative culture.
• Australian FMCG Leader; Well-known Brand; National Presence • $100k - $110k + super; Permanent Opportunity • WFH Flex: Call Centre environment If this sounds like you, please send your resume by clicking the "apply" link below.
The reference number for this role is SR51723.
Please allow for 3 - 5 working days for us to process all the applications.
All applicants will hear back from us, either via email or a telephone call.