Customer Service Manager

EBR Ever Better Recruitment; Sydney; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Autonomy over portfolio

Exposure to startups

Competitive package

Job summary

CRIS is seeking a Customer Service Manager to oversee a large, fast-paced customer service team within a major telecom client. You will drive customer experience improvements, lead escalation handling, and coordinate with Marketing, Operations and Product to deliver impactful releases.

The role emphasizes ownership of team growth, performance KPIs, and a passion for disruptive technology in a dynamic start-up environment. The position offers autonomy and a competitive package.

Qualifications

• Demonstrated leadership of large customer service teams
• Track record of improving CSAT and other KPIs
• Experience with escalations and queue management
• Familiarity with CRM tools like Zendesk and Zopim

Responsibilities

• Lead the team to improve Customer Experience & Satisfaction to ensure KPIs are met
• Set action plans for continuous team growth
• Train staff on new features, campaigns and product improvements
• Collaborate with Marketing, Operations and Product departments
• Drive success across multiple projects

Skills

Leadership

Team management

Customer service

KPIs & CSAT

Communication

Escalations

Tools

Zendesk

Zopim

Job description

We are seeking a talented Customer Service Manager for one of our major telecommunication clients. Having a desire to build a pan-Asian organisation from its ground in Singapore, our client always makes every effort to provide consumers with one-of-a-kind mobile experiences and to make a difference in the global telco industry. If you share the same passion, continue reading to see if this is the perfect role for you!

Role: Customer Service Manager

You’re offered:

• An exciting opportunity to be a part of the digital disruption in telco industry
• A great autonomy in managing your own portfolio
• Exposure to the fast-paced world of high-tech start-ups
• Attractive compensation and benefits package

You’re expected to:

• Lead the team to improve Customer Experience & Satisfaction to ensure KPIs are always met
• Set action plans to achieve continuous team growth
• Train staffs along releases of new features, promotional campaigns and product improvements
• Be the touchpoint for other departments such as Marketing, Operations and Product.
• Contribute to the success of various projects

A potential candidate would need:

• A passion for technology, disruptive models, organisational culture, and Customer Service
• At least 5 years of experience in digital customer service (preferably)
• Proven track record in process improvement such as CSAT
• Ability to take ownership of the team growth
• Ideally previous experience in Escalations, Queue Management and Roster Management
• A sound knowledge of Customer Service KPIs, CRM and customer ticketing tools such as Zendesk and Zopim
• Ability to fit in a fast-paced environment
• Leadership skills to manage a team of 50 plus direct and indirect (including outsourced)

This advert was posted by CRIS. http://cris.cloud