About the Role
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We are seeking a Customer Service Manager to join our team. This is a critical people leadership role responsible for establishing efficient and balanced workflows that maximize efficiencies and produce high levels of service quality and customer satisfaction.
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* You will be responsible for providing regular coaching and mentoring to a large, geographically dispersed team, supporting them to improve performance in their day-to-day interactions and processing of work.
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* Supporting the team with escalated issues in relation to clients, systems, feedback, complaints, and other concerns.
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* Driving and maximising strategic opportunities to support the continuous improvement in customer experience.
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* Developing a strategy for driving inside sales opportunities in collaboration with the National Sales Manager.
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* Setting goals, monitoring dashboards and performance benchmarks to ensure customer service performance aligns with overall organisational objectives.
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About You
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To be successful, you will have:
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* Demonstrated experience leading a large customer service team, ideally within a product/logistics contact centre environment.
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* Demonstrated examples of how your leadership has impacted customer service team success.
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* Agility in your work style and an ability to be adept in navigating how to change and simplify complex work processes.
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* Customer service acumen in setting the right KPI's/metrics and ensuring these are accurately monitored.
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* Experience in using CRM and the ability to analyse and interpret data from multiple data sources.
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Why This Role?
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This is a fantastic opportunity to join a company that values its employees and provides a supportive and respectful workplace. As a Customer Service Manager, you will have the opportunity to make a real impact on the customer experience and drive business results.
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Candidates who are looking for a challenging and rewarding role should apply now!