Customer Service Manager
About Our Client
As a global leader in the radiation industry, our client is committed to delivering exceptional services with a focus on collaboration, innovation, and a customer-first approach.
Founded in 1954 as the pioneer in addressing radiation risks, the organisation has continually embraced new technologies and identified opportunities for timely solutions. Now, 70 years later, it stands as a comprehensive radiation safety provider, recognised for its groundbreaking innovations and worldwide monitoring standards.
Our client prioritises understanding the challenges organisations face in protecting people, meeting regulatory requirements, and effectively managing information. By collaborating closely with thousands of companies, it aims to address their unique issues.The organisation's mission is to promote best practices in risk mitigation and support the development of regulations that enhance both occupational and public health and safety.
Job Description
What You'll Do:
- Lead & Inspire: Manage and motivate a dedicated customer service team, ensuring they provide the highest quality service.
- Customer Engagement: Interact with clients and internal stakeholders to uphold our service standards, addressing any concerns or inquiries.
- Operational Excellence: Oversee order processing, billing accuracy, and maintain strong communication with our financial team.
- Strategic Partnerships: Support and represent the business unit in alliances, ensuring our services meet both customer and company expectations.
- Continuous Improvement: Identify and implement process improvements to enhance team capabilities and work flow efficiency.
- Training & Development: Train and mentor your team to ensure excellence in customer service and order accuracy.
The Successful Applicant
What We're Looking For in a Customer Service Manager:
Experience- Years in Service Management: We seek candidates with 5-10 years of robust experience in customer service management. Experience in the radiation, health services, or medical products industry is particularly valuable, as it demonstrates familiarity with the unique challenges and regulatory standards in these fields.
- Outbound Sales Expertise: A successful candidate should have a proven track record in outbound sales, focusing on customer retention and identifying new business opportunities. This experience is crucial for driving growth and maintaining strong client relationships.
- Relevant Degree: A degree in a relevant scientific field is highly regarded. This educational background will enhance your understanding of our products and services, allowing you to communicate effectively with both clients and team members.
- Technical Proficiency: Strong proficiency in Microsoft Office applications and various customer service software is essential. Familiarity with CRM systems and data analysis tools will help streamline operations and improve customer interactions.
- Communication Skills: Exceptional verbal and written communication skills are critical. You should be able to convey complex information clearly and persuasively, whether you're interacting with customers, preparing reports, or leading team meetings.
- Leadership Ability: A successful customer service manager should inspire and lead a team, fostering an environment of collaboration and motivation. Strong leadership skills will help you manage conflicts, mentor team members, and ensure everyone is aligned with our customer service goals.
- Performance Management: Collaborating with the team on performance appraisals and development plans is essential. You should guide your team members in setting achievable goals, providing constructive feedback, and identifying opportunities for professional growth. This will help create a culture of continuous improvement and accountability.
- Problem-Solving Mindset: The ability to think critically and resolve issues efficiently is crucial. You should be adept at identifying customer pain points and developing effective solutions that enhance satisfaction and loyalty.
- Customer-Centric Approach: A deep commitment to customer satisfaction is vital. You should actively seek feedback and implement improvements based on customer insights, ensuring we exceed their expectations consistently.
- Adaptability: The landscape of customer service is always evolving, especially in the health care and medical fields. Being adaptable to change and willing to embrace new technologies or processes is key to staying ahead.
- Analytical Skills: Strong analytical skills will help you assess data trends and customer feedback, allowing you to make informed decisions that drive service improvements and operational efficiency.
What's on Offer
Opportunities for a Customer Service Manager:
Dynamic Leadership Role
Join our client in Parramatta as a Customer Service Manager and lead a dedicated team in delivering exceptional customer experiences within a globally recognised organisation.
Impactful EngagementInteract directly with clients and stakeholders to uphold service standards, ensuring customer satisfaction and loyalty.
Operational ExcellenceOversee key processes like order processing and billing, maintaining high standards of efficiency and communication.
Continuous ImprovementDrive process improvements to enhance team capabilities and streamline work flows.
Training and DevelopmentMentor your team to foster excellence in customer service and order accuracy.
What's on Offer- Competitive Salary & Benefits: Enjoy a generous salary package with a year-end bonus.
- Work-Life Balance: Monday to Friday, with start times between 8:30AM and 9AM, finishing between 4:30PM and 5PM.
- Parking: Benefit from a secured parking space.
- Supportive Environment: Work in a culture that values your time and contributions.
- Career Development: Lead a passionate team and make a significant impact.