Overview
Milestone Migration is looking for an experienced Client Service Manager to lead and maintain our business' sound customer relations.
Responsibilities
* Ensure actual service delivery to client organization is undertaken in an effective and timely manner.
* Prepare workflows and templates for effective client management.
* Develop, implement and continuously improve policies and programs for service delivery and complaint handling.
* In charge of service delivery model for managing relationships and maintaining regular communication with clients.
* Training and mentoring new customer service staff on client servicing policy and procedures.
* Monitoring of workload, productivity and efficiency of client service staff.
* Manage and provide coaching and guidance to client services staff for the best possible client experience in the business.
* Allocate work to Client Service Staff based on resource allocations and workload.
* Attend functions and events with existing clients to receive feedback and improve relationships with key accounts.
* Handle staff-escalated complaints from customers.
* Work with marketing to implement and execute customer nurturing campaigns and strategies.
* Responsible for coordinating with key accounts to identify additional business opportunities.
* Establish knowledge of migration activities and incorporate related modifications into the company\'s customer service processes and standards.
* Meet with the Managing Director to review business performance and escalate concerns from the Client services team, making recommendations to improve the customer experience.
* Collating, preparing, and disseminating reports on customers and work in progress.
* Support business managers to ensure organisational goals are met to the standards expected of the managing director.
* Communicate and liaise with team members in relation to client deliverables.
* This role will be challenging and demanding.
Qualifications
* Minimum 3 years' experience in customer service and/or client relations management.
* Ability to speak English and Filipino fluently.
* Ability to write English to a professional standard.
* Bachelor qualification on any relevant degree in business, communication, management.
* Knowledge of the Australian migration system is essential.
* Knowledge of the Philippines Department of Migrant Workers process is essential.
* Extensive knowledge of the Microsoft suite of products.
* Recognise the diversity of cultures and worldwide clients (both internal and external).
* Willing to undertake business travel across Australia and the Philippines at short notice.
Notes: Job Type: Permanent position | Full time position.
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