**Customer Service Manager**
ADAPT is currently hiring a Customer Service Manager in Sydney in a full time position, to work closely with the contacts at each account and ensure they are maximising their engagement and value.
If you are persistent, smart, coachable, executive-savvy, and looking for your next great adventure, ADAPT could be the place for you.
**About this role**:
The opportunity is based in ADAPT's Sydney head office with options to also work from home partially.
**What you will do**:
- Conduct regular retention and bright spot analysis of client book of business that provides insights into performance and key client engagement metrics
- Managing, motivating, and developing staff providing customer services, providing direction and feedback to team members
- Planning and implementing after-sales services to follow up on customer satisfaction, ensure the performance of services and modify where required
- Liaise with other organisational units to identify and respond to customer expectations
- Ensure that KPIs are met by developing strategies to drive and execute them across the business.
- Identify problems and opportunities to implement new services that will provide greater efficiency and help achieve our business goals
- Building and maintaining strong client relationships to ensure satisfaction with products and services
- Identify and implement customer value solutions and continually assess evolving customer needs through data analytics and insights gathering
- Mapping the customer lifecycle from engagement through to subscription renewal, recognising the evolving needs of the customer at each stage and identifying solutions opportunities
- Reporting on customer value recommendations to help achieve business strategy and drive competitive advantage
**What you will need**:
- 2+ years of consultative Customer Service Management experience
- Strong executive presence, intrinsic drive, natural curiosity and coachability
- A desire to make a difference and over deliver on promises and customer expectations.
- Excellent written communication and oral presentation skills
- Diploma level qualifications desired or equivalent work experience
- Strong proficiency in computer skills
- Keen to know best practices and aiming for continuous improvement.
**What we offer**:
In addition to an outstanding culture, team and work environment - this ready to scale part of our business offers rapid advancement potential. ADAPT Managers enjoy performance related compensation and benefits, including:
- Competitive base salary from $65k-$85k depending on experience
- Lucrative commission opportunities based on retention and NPS Generous performance-based rewards
- Freedom, trust, and autonomy
- To become part of a scaling business with a unique market offering
**Salary**: $65,000.00 - $85,000.00 per year
Schedule:
- 8 hour shift
Work Location: In person