Customer Service Manager

Musclehand Carwash; Wollongong City Council; On-site; AUD 90,000 - 120,000; Full time

Job summary

Musclehand Carwash is seeking an experienced Customer Service Manager to plan, administer and review customer service and after-sales operations, and to maintain strong, sound customer relations across the business. This hands-on leadership role directs the performance, development and direction of the customer service team.

Key responsibilities include designing and implementing customer relations policies, delivering customer service and after-sales functions, ensuring efficiency across the

Qualifications

• Minimum AQF Diploma level qualification (or higher) in Business, Management or a related field, or substantial relevant management experience.
• At least 2+ years' experience in a customer service management or supervisory role.

Responsibilities

• Develop, implement and review policies, programs and procedures relating to customer relations and the goods/services provided.
• Plan, administer and review the delivery of customer service and after-sales service functions.
• Ensure operational efficiency across the customer service / contact centre function.
• Manage, motivate, train and develop staff providing customer service.
• Provide direction and feedback to team members and assist with recruitment and onboarding.
• Monitor customer service KPIs, complaints handling and resolution processes, and report on performance to senior management.
• Liaise with other departments (sales, operations, logistics) to ensure a consistent customer experience.
• Maintain and grow sound customer relationships to support customer retention and satisfaction.
• Prepare budgets, reports and forecasts relating to the customer service function.

Skills

Communication skills

Leadership

Problem-solving

Staff development

Education

AQF Diploma or higher in Business/Management

Tools

CRM systems

Reporting tools

Job description

We are seeking an experienced Customer Service Manager to plan, administer and review our customer service and after-sales operations, and to maintain strong, sound customer relations across the business. This is a hands-on leadership role responsible for the performance, development and direction of our customer service team.

Key responsibilities

• Develop, implement and review policies, programs and procedures relating to customer relations and the goods/services provided
• Plan, administer and review the delivery of customer service and after-sales service functions
• Ensure operational efficiency across the customer service / contact centre function
• Manage, motivate, train and develop staff providing customer service
• Provide direction and feedback to team members and assist with recruitment and onboarding
• Monitor customer service KPIs, complaints handling and resolution processes, and report on performance to senior management
• Liaise with other departments (sales, operations, logistics) to ensure a consistent customer experience
• Maintain and grow sound customer relationships to support customer retention and satisfaction
• Prepare budgets, reports and forecasts relating to the customer service function

About you

• Minimum AQF Diploma level qualification (or higher) in Business, Management or a related field - or substantial relevant management experience
• At least 2+ years' experience in a customer service management or supervisory role
• Demonstrated experience managing and developing a team
• Strong communication, leadership and problem-solving skills
• Experience with customer service systems/CRM and reporting
• Ability to develop and implement customer service policy and procedure