With our product range reaching close to 150 SKU's (Stock-Keeping Unit) and being sold across multiple countries and time zones we are constantly fielding product queries across all departments.
This Melbourne based role reports directly to the Directors and has breadth of opportunity and challenge. This will be a new role that will centralise and professionalise our customer service department.
The role of Customer Service Manager at PureWax will include the following tasks/responsibilities:
**Relationship Management**:
- Managing all staff members who have direct contact with our customer base.
The Customer Service Manager will have measures and processes in place to monitor and measure the level of satisfaction our customer base has with their own Client account manager.
The Customer Service Manager will be responsible for delivering regular direction and feedback to team members regarding their customers perception of PureWax's service levels.
- Guiding and mentoring organisational units and customer service agents on how to identify if their customer base is satisfied with PureWax's products and services.
The Customer Service Manager would be instrumental in the continual development/maintenance and implementation of our internal Customer Service manual.
- Regular spot checks on call recordings with account managers and customer to ensure our desired standard of customer satisfaction is maintained.
- Developing full market and product knowledge in order to position yourself as a credible Manager.
**Customer Advocate**:
- Ensuring that customer needs (as identified by customer service representatives) are reflected in decisions made across the company.
- Proactively feedback to other departments (including Sales, Technical, Billing and Customer Service) to improve the customer experience at PureWax.
- Championing a positive, professional, and 'can do' culture of continuous improvement.
**Issue Resolution**:
- Collaborating with Customer Services and Operations to ensure that relevant information is delivered to customers is to the standard we have set out in our internal Customer Service Manual.
- Assisting where necessary in response to particularly sensitive issues or complaints. After an issue is resolved / dealt with, a debriefing with the individual / team on what skills / methods of issue resolution were displayed and why.
- Developing processes and/or procedures which minimize the recurrence of these issues. Possible addendums to the Customer Service Manual may be required (written by the Customer Service Manager). Further training may then be scheduled for the team by the Customer Service Manager based on these particular issues to assist if they occur again.
- Working with Sales and Management to manage customer disputes, ensuring a satisfied Customer. The Customer Service Manager should have regular meetings with the Sales Team to ensure that the reporting the Customer Service Manager receives from the customer service team is addressed with the Sales Team. Developing a 'prevention is better than cure' culture with the sales team to reduce customer service issues.
**Quality Control**:
- Ensuring that the Customer Services agents have a full and deep understanding of a customer's expectation from the Sales teams point of view. There needs to be a consistent message from the initial product offering from the sales team, all the way through to a customer re-ordering. The Customer Service Manager will need to ensure that the message from _all_ departments is consistent.
**Required Skills, Qualifications, and Experience**
- A minimum of 3 years' experience gained in a role considered similar to the position advertised, or relevant qualification.
- Fluent in written and spoken English;
- A skilled relationship-builder with the ability to communicate and influence effectively at all levels;
- An experienced Manager with a proven track record in managing teams from a variety of departments within an organisation (including managing the cohesiveness of teams and streamlined processes between units)
- Customer-focused and a natural problem-solver;
- Professional, articulate and well-presented with natural gravitas;
- Credible commercial awareness and business acumen;
- Demonstrates accuracy, a thorough attention to detail and efficient time management skills.
If you believe you should be considered for the role we are considering resumes immediately.
**Salary**: $80,000.00 - $80,001.00 per year
**Benefits**:
- Professional development assistance
- Salary packaging
Supplemental pay types:
- Performance bonus
Work Authorisation:
- Australia (preferred)
Ability to Commute:
- Sydney, NSW (required)
Ability to Relocate:
- Sydney, NSW: Relocate before starting work (required)
Work Location: In person