Job Title: Customer Service Manager
About the Role:
This dynamic customer service role involves overseeing the reception team and managing customer service delivery to members. The ideal candidate will have previous supervisory experience in a customer-facing environment, excellent communication skills, and a natural drive to achieve targets.
Main Responsibilities:
* Manage overdue accounts, cancellations, and member enquiries to meet company goals.
* Supervise the Reception team, providing training and ongoing support for new employees.
* Rostering of Reception team to ensure adequate staff are working at critical times to provide exceptional customer service.
* Work with the Reception team to meet and exceed customer service targets and other performance metrics.
* Maintain venue cleanliness, ensuring the reception/café area are always tidy and well-presented.
* Follow directions, prioritise, and complete tasks in a timely manner.
What We're Looking For:
* A minimum of 3 years' experience in customer service supervisory roles with strong communication skills.
* Financially driven with a passion for achieving individual targets and team objectives.
* Previous experience in a KPI-driven environment.
* Ability to build rapport with people from diverse backgrounds and a desire to help others succeed.
* Able to solve problems and overcome obstacles.
* Excellent communication abilities – able to listen, understand, empathise, and influence others.
* Customer-focused with a commitment to delivering exceptional customer outcomes.
* Reliable, proactive, punctual, professional, and having a strong work ethic.
* Computer literacy and ability to learn new systems.
* Australian working rights.