Are you a dynamic and experienced Customer Service Manager looking for a rewarding role in Adelaide? We have an exciting opportunity for you to join our team in a contract position, with the potential for a permanent role.
Position: Customer Service Manager
Location: Adelaide
Type: 2-6 Month Contract (with potential for permanent role)
**Key Responsibilities**:
- Lead and motivate a diverse customer service team, including both on-shore and off-shore representatives, to achieve performance targets. Provide guidance, coaching, and support to ensure high performance, productivity, and a positive team culture.
- Develop and implement strategies to enhance the overall customer experience, aligning with business goals. Continuously monitor customer satisfaction levels and make improvements based on feedback and data analysis.
- Evaluate and optimize customer service processes and procedures to enhance efficiency. Identify and address bottlenecks, streamline workflows, and implement automation tools and technologies.
- Collaborate with cross-functional teams to align processes and improve the overall customer service experience.
- Design and deliver comprehensive training programs for off-shore customer service representatives to ensure they possess the necessary skills and knowledge to provide exceptional service.
- Provide ongoing coaching and support to enhance team members' capabilities and performance.
- Monitor and analyze key performance indicators (KPIs) related to customer satisfaction, response times, and issue resolution.
- Generate regular reports and provide insights to senior management, identifying trends, areas for improvement, and opportunities to enhance customer service operations.
- Build and maintain strong relationships with internal and external stakeholders to drive effective collaboration, alignment, and customer loyalty.
- Work closely with other departments, including sales, marketing, and operations, to address customer needs and resolve issues promptly.
- Stay updated with the latest customer service technologies and tools. Evaluate and implement systems, software, and platforms to improve efficiency and provide a seamless customer experience.
- Ensure compliance with relevant regulations, policies, and industry standards. Implement quality assurance processes to monitor and maintain service quality.
- Collect and analyze customer feedback and insights to drive decision-making, product/service enhancements, and process improvements.
- Develop and implement crisis management protocols and procedures to handle customer service-related emergencies or critical situations effectively.
**Accountabilities**:
- Lead, develop, and assure the quality of a high-performing blended on-shore and off-shore team, ensuring commercial outcomes and high levels of customer satisfaction.
- Continuously improve customer service operations, identifying areas for enhancement and implementing customer-centric solutions.
- Monitor and analyze metrics and KPIs, generating reports and providing insights to senior management to drive performance improvements.
- Enhance the overall customer experience by collaborating with cross-functional teams and implementing strategies to exceed customer expectations.
**Key Deliverables**:
- Bachelor's degree or equivalent in business administration, operations management, or a related field (desirable).
- Proven experience in customer service management in a commercial setting.
- Experience working in a multicultural and offshore environment.
- Strong knowledge of customer service principles and best practices, with a focus on delivering exceptional customer experiences.
- Strong understanding of hardware and software products.
- Proficiency in using customer service management software and tools, as well as data analytics and reporting.
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with customers and internal stakeholders.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Knowledge of industry trends, best practices, and regulatory requirements in customer service.