**Job Title:** Customer Support Manager
**Company:** Commercial Metals
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Experience Required:** Minimum of 5 Years
**Job Description:**
Commercial Metals is seeking an experienced and motivated Customer Support Manager to join our dynamic team in Brisbane. As a key player in our customer service department, you will be responsible for leading a dedicated team that provides exemplary support to our customers while upholding the values and standards of our company. In this part-time role, you will leverage your expertise and experience in customer support to foster positive relationships, drive customer satisfaction, and optimize our support processes.
### **Key Responsibilities:**
- **Team Leadership:** Manage, mentor, and motivate a team of customer support representatives. Provide training and continuous support to ensure they deliver high-quality service.
- **Customer Engagement:** Establish and maintain strong relationships with customers, addressing inquiries, concerns, and feedback promptly and effectively.
- **Performance Metrics:** Develop, track, and analyze performance metrics and KPIs for the customer support team to measure success and identify areas for improvement.
- **Problem Resolution:** Actively resolve customer complaints and escalations in a timely and professional manner, ensuring customer satisfaction and retention.
- **Process Optimization:** Collaborate with cross-functional teams to identify opportunities for process improvements, implementing best practices to enhance operational effectiveness and customer experience.
- **Reporting:** Generate regular reports on customer support activities, trends, and performance metrics to inform management on the current state of customer satisfaction and support effectiveness.
- **Training Development:** Create and implement training programs for new hires as well as ongoing training for existing team members, focusing on technical skills, product knowledge, and customer service excellence.
- **Strategic Input:** Provide insights and suggestions to senior management regarding customer support strategies and service enhancements.
- **Cultural Contribution:** Promote and embody a customer-centric company culture that embraces change and encourages resilience among team members.
### **Requirements:**
- **Education:** Bachelor's degree in business administration, communications, or a related field preferred.
- **Experience:** A minimum of 5 years of experience in customer support or customer service management, preferably in a similar industry.
- **Leadership Skills:** Proven track record of managing and developing a team, with strong people management and coaching skills.
- **Communication Skills:** Exceptional verbal and written communication abilities; capable of conveying complex information clearly and effectively.
- **Motivated and Confident:** Must possess a strong sense of motivation and confidence in leading teams and customer interactions.
- **Cooperative Attitude:** Excellent collaboration skills, with a focus on fostering a cooperative team environment.
- **Adaptability:** Ability to thrive in a fast-paced, constantly changing environment, welcoming challenges and adjusting quickly.
- **Technology Proficiency:** Proficient in customer support software and tools; familiarity with CRM systems and data analysis is advantageous.
- **Problem-solving Skills:** Strong analytical and problem-solving capabilities, with the ability to think critically and devise effective solutions.
### **Benefits:**
- **Medical Coverage:** Comprehensive medical insurance to ensure your health and well-being.
- **Visa Sponsorship:** For eligible candidates, visa sponsorship is available to support your transition to join our team.
- **Life Insurance:** Company-sponsored life insurance coverage for peace of mind and security.
### **Working Environment:**
At Commercial Metals, we cultivate a work culture that embraces change and adapts resiliently to new challenges. Our diverse workforce thrives on collaboration, innovation, and a shared commitment to customer satisfaction.
### **Application Deadline:**
**Please submit your application by October 4, 2024.**
### **Equal Opportunity Statement:**
Commercial Metals is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences.
If you possess the skills and experience described above, are motivated to lead a passionate team, and are excited about contributing to our customer support efforts, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
