Job Description
This is a pivotal role designed for a proactive individual who thrives in a fast-paced environment. The Customer Service Manager will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.
Key Responsibilities
* Lead, mentor, and motivate a team of customer service specialists.
* Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
* Provide daily direction, constructive feedback, and coaching to ensure the team is equipped to handle complex technical inquiries and provide accurate, expert advice.
Customer Service Strategy & Process Improvement
* Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the customer experience and ensure alignment with company goals.
* Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
Technical Customer Relations & After-Sales Support
* Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
* Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
Requirements
* A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
* Proven Bachelor Degree or Equivalent.
* Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
Benefits
* Competitive salary range: $76,515 - $78,000 depending on skill level and work experience + superannuation.
* Generous leave options, including fertility, parental & volunteering leave.
* Opportunities for career growth and professional development.