Job Title: Customer Service Leader
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This is a leadership role that requires a professional with exceptional customer service skills and experience in team management. The ideal candidate will have a strong understanding of employment legislation, sales strategies, and customer relations.
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The successful applicant will be responsible for managing a team of customer service representatives, ensuring that they provide high-quality service to customers. This includes resolving customer complaints, handling inquiries, and escalating complex issues to senior management.
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In addition to their technical skills, the ideal candidate will possess excellent communication, negotiation, and interpersonal skills. They will be able to work effectively in a fast-paced environment, managing multiple priorities and meeting deadlines.
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The salary for this role is competitive, ranging from $70,000 to $90,000 per year. However, we are unable to disclose the exact salary range at this time.
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Key Responsibilities:
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1. Recruitment, Human Resource, and Team Management:
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2. Arrange advertising of job vacancies, conduct interviews, and assess applicants.
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3. Facilitate the selection process for hiring staff.
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4. Maintain personnel records and manage human resource information systems.
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5. Provide advice on workplace relations policies, staff performance, and disciplinary matters.
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6. Provide direction, feedback, and support to team members.
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7. Assist in staff recruitment and inductions.
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8. Ensure conditions of service, salaries, and promotional opportunities are communicated effectively.
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9. Client and Employee Relations:
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10. Secure signed agreements with clients and manage the process from initiation to completion.
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11. Ensure employees' timesheets are accurate and processed promptly.
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12. Manage and develop staff providing customer services.
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13. Plan and implement after-sales services to enhance customer satisfaction and improve services.
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14. Legal Compliance, Dispute Resolution, and Enterprise Agreements:
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15. Study and interpret legislation, awards, collective agreements, and employment contracts.
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16. Negotiate terms of employment and resolve disputes and grievances.
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17. Develop enterprise agreements or collective contracts.
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18. Oversee workplace consultative committees and employee participation initiatives.
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19. Sales and Brand Management:
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20. Establish, maintain, and expand the customer base.
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21. Develop and implement sales strategies to maximize sales and customer loyalty.
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22. Increase business opportunities through various routes to market.
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23. Promote the organization's services to a wider audience and enhance brand image and loyalty.
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24. Image and Reputation Management:
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25. Develop and implement strategies to build and maintain the organization's image and reputation.
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26. Increase sales of the company's services through effective brand promotion and customer relationship management.
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27. Reporting, Feedback, and Market Research:
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28. Provide regular reports to Directors on recruitment, sales, and customer engagement.
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29. Collect customer feedback and conduct market research.
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30. Stay updated with products and monitor competitor activities.
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Requirements:
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31. Suitable certification or relevant experience.
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32. Proven experience in recruitment, sales, and team management roles.
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33. Strong understanding of employment legislation, sales strategies, and customer relations.
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34. Excellent communication, negotiation, and interpersonal skills.
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35. Ability to manage multiple priorities in a fast-paced environment.
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36. At least 2 years of experience in a similar environment.
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