Customer Service Manager

The Client:

Southland Supply Group is a leading Industry Supplier of Personal Protective Equipment, PPE, Workwear, Clothing and Footwear, Construction Site Equipment in Australia.

They are seeking a skilled and motivated Customer Service Manager to join their Data Analytics team in head office team at Lawson, NSW.

The Role:

It is for a full-time role with an annual salary of $75,000 + Superannuation and will be based in Lawson, NSW.

The Responsibilities:

Managing, strengthening and reviewing the level of relationship between EWE and its clients and

other stakeholders involved in the delivery of services to our customers.

Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided

Providing before and after-sales support to customers by managing complaints and feedback

Making decision on conflict-resolutions including internal changes to policies and procedures, staff training, service delivery standards and complaint escalations

Managing requests for refund or other forms of compensations and providing strategic direction to staff members

Developing and managing the organisation’s customer service policies, procedures and problem-solving guidelines

Providing training to staff members in relation to the delivery of high level of services whilst building positive customer relationships

Developing, implementing and managing after-sales services to follow up customer satisfaction, ensure performance of service delivery, and modify and improve services provided as required to increase satisfaction level

Assessing customer retention levels and recommending improvements where required

Constantly assessing company’s structure and software fitness to the complexity and size of the business while recommending and assisting with the implementation of more appropriate solutions

Liaising with other Managers and Departments to identify and respond to customer expectations, and to collaborate towards the delivery of a higher-level customer services and to ensure customer service excellence across all areas

Developing and maintaining collaborative relationships with internal teams and external stakeholders

The Requirements:

Diploma or higher qualification in a relevant field

At least 3 years of experience in customer service management

At least 3 years of experience in a similar role in a professional commercial setting

At least 3 years of experience in managing and leading customer service team, including hiring, training, and performance evaluation

Ability to manage a customer related staff within a complex structure

Excellent communication skills both in writing and speaking

Proven leadership and mentoring skills

Proven decision-making skills

Excellent communication and interpersonal skills to effectively collaborate with various stakeholders.

Attention to detail and ability to deliver high-quality reports within deadlines.

Familiar with statistical analysis and data mining techniques is a plus.