Customer Service Manager
Posted on:
May 12, 2025
Job description
About the Role
Our Customer Service Manager will be responsible for managing our Customer Service Experience across the business (Australia and the UK) as we continue to grow, therefore will be a pivotal part of our success moving forward. In this highly analytical role, with a big focus on reporting and rolling out strategies, it’s an exciting time to be joining us and would suit someone passionate about Customer Service with experience in working across global offices.
Responsibilities
Responsibilities
- Manage and maintain/update our Customer Service playbook.
- Recruit and train new team members (build out as we grow).
- Effectively manage conflict and complaints in a proactive and constructive manner, supporting your team to do the same.
- Maintain systems, people and processes to ensure excellence in Customer Service at all times.
- Ensure all forms of customer communication are functioning at peak levels of performance.
- Monitor and report on service levels.
- Monitor and manage the systems used and work with IT to make improvements as required.
- Ensure compliance measures are being implemented and followed at all times.
- Manage escalated issues and resolve in a timely manner.
- Keep accurate record keeping in CRM (ZoHo)
- Work with relevant departments to provide a positive solution to the customer.
- Take insights from available data to develop strategies.
Job requirements
What you’ll bring
- Proven experience in a similar manager level role (3+years preferable).
- Comfortable managing a global team with flexibility around working hours.
- Comfortable managing and structuring an IVR line.
- Strong customer service focus and commitment to operational excellence.
- Excellent written and verbal communication skills.
- Proven ability to manage performance of team members effectively and consistently.
- Strong analytical skills to contribute to strategic planning and development.
- Effective time management and organisation skills.
- Be a proactive and reactive thinker
- Be a natural problem solver and be solution driven in your approach
- Experience using Zoho (preferable)
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