Sharp & Carter is partnering with a market leading e-commerce brand located in Moorabbin who are looking for a motivated, process improvement minded Customer Service/ Experience Manager to join this growing business.
The role:
As the Customer Service Manager, you will play a crucial role in shaping and enhancing the overall customer service experience across our national customer base. You will lead and manage a team of 7 customer service professionals, establish and implement customer service policies, and collaborate with other teams to ensure a consistent and exceptional customer journey.
Responsibilities:
- Implement customer service strategies to meet and exceed customer satisfaction goals.
- Lead, mentor, and motivate customer service team. Eg. setting KPIs for the team.
- Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of customer service operations.
- Implement training programs to enhance the skills and knowledge of the customer service team.
- Analyse customer feedback and data to identify areas for improvement and implement strategic initiatives.
- Resolve escalated customer issues and provide guidance to the team in handling complex cases.
- Proven experience as a Customer Service Manager or Customer Service Team Leader.
- Strong leadership and managerial skills with the ability to inspire and motivate remote teams.
- Excellent communication and interpersonal skills.
- In-depth knowledge of customer service and sales principles and practices.
- Analytical mindset with the ability to interpret data and implement process improvements.
- Experience in process improvement.
- Familiarity with customer service software and technology.
- Local opportunity in Moorabbin, onsite parking.
- Discounts on products.
- Close knit team who work hard but enjoy a laugh.
- Supportive and trusting management style.
- Strong opportunity for further career development within a stable and rapidly growing company.
- Exposure to multinational brands.
For any further questions or a confidential discussion please email Amanda on acoad@sharpandcarter.com.au
