Job Type: Permanent position | Full time position
Job Description
Customer Service Manager Placed.au is seeking a full-time Customer Service Manager for our client at Richmond, VIC. This role supports the operational and service excellence of a high-performing automotive environment. It is ideal for an experienced customer service professional who is passionate about process improvement, team leadership, and delivering an exceptional customer experience. Join a workplace that values high performance, collaboration, and continuous improvement.
Responsibilities
* Contribute to the development and execution of customer service strategies that align with company goals.
* Evaluate and optimise customer service and after-sales processes and protocols to increase efficiency and effectiveness.
* Assist in developing quality assurance programmes to maintain and improve service quality and processes at all stages of the customer service journey.
* Analyse customer service data and metrics to identify trends and areas for improvement.
* Manage customer feedback to drive improvements in service delivery.
* Monitor and evaluate team performance, providing regular feedback to the customer service team and conducting performance reviews.
* Collaborate with other departments, including sales, service, business development, and technical support, to improve customer service processes and ensure a seamless customer journey.
* Ensure compliance with company policies, procedures, and industry regulations within the customer service division.
* Lead, mentor, and motivate a team of customer service representatives to ensure they provide top‑note service.
* Display effective communication, problem‑solving, and service excellence at all times.
* Any other task as required by the company.
Qualifications / Attributes
* Must hold a Diploma in Business Management or Customer Service Management, or at least 3 years of relevant work experience in lieu of the qualification.
* Must possess at least a minimum of 3 years of relevant work experience.
* Prior knowledge about automotive or related industries is desirable.
* Outstanding communication and leadership skills.
* Willingness to collaborate with colleagues and work as part of a team.
* Strong commitment to customer satisfaction and service excellence.
* Excellent interpersonal skills.
Salary Range
$75,000+ per annum (excluding superannuation)
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