Customer Service Manager

Contact Centre Manager $100,000 + super, starting asap! Both onshore and offshore centres.

Your new company
Building consumer brands in-house from the ground-up to develop diverse products on a large scale.

Your new role
You will be managing two contact centres, one onshore here in Sydney and one in Manila, servicing clients across ANZ. Duties:
  • Supervise day-to-day operations in the customer service team
  • Responsible for overseeing the customer service team and ensuring the company delivers the highest level of customer service possible
  • Create effective customer service procedures, system, policies, and standards
  • Develop customer satisfaction goals and coordinate with the team to meet them
  • Maintain accurate records and document all customer service activities and discussions from the weekly meetings
  • Analyse weekly statistics and create reports to discuss possible customer service improvements
  • Training, supervising, managing and leading the customer support team to deliver a high standard of customer service
  • Implement effective procedures to investigate and solve issues with the customer orders to achieve/maintain customers satisfaction
  • Participate and contribute to relevant management meetings
  • Develop KPIs to improve customer satisfaction and drive operations objectives
  • Analysing, monitoring, improving and reporting on KPIs related to service delivery and customer satisfaction
  • Knowing the organization's products inside and out to step in on escalated customer issues that the team is unable to resolve
  • Identify opportunities to create new metrics, tools, or reporting that support continuous improvement within operations
  • Liaise with the IT department, production team and the delivery company regarding any issues

What you'll need to succeed
  • At least 8-10 years of experience in a customer service Managerial role
  • Experience in managing an offshore contact centre
  • Adaptable to change in a 'start-up like environment'
  • Energetic and enthusiastic approach
  • Proficiency in Microsoft Office, Excel (knowledgeable in CRM tools is ideal)
  • Excellent listening, written and verbal communication skills
  • Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy
  • Good understanding of management practices and techniques is ideal
  • Excellent leadership, decision-making, problem-solving and interpersonal skills
  • Ability to collaboratively engage staff including a remote workforce
  • Proactive, friendly, positive and patient in dealing with customers (or colleagues!)
  • Enthusiastic, reliable, hard-working and dedicated to improving customer service
  • Ability to work autonomously and within a team environment, taking responsibility for work outcomes
  • Organisational beast, thriving on getting things done, and eager to learn and grow

What you'll get in return
A permanent full time opportunity with a growing business involved in building start up businesses. This role is looking to commence asap and is based in Surry Hills. Paying $100,000 + super. A thriving and fun team environment with a diverse product range. Standard office hours with early finish on Fridays.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

LHS 297508


Job type:
Retail & Consumer Goods
NSW, Sydney CBD
Contact Centres
Apply now

Talk to a consultant

Talk to Sophie Paterson, the specialist consultant managing this position, located in Sydney

Level 13, Chifley Tower, 2 Chifley Square

Telephone: 0280626178

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