team leader - customer service in Parramatta

posted
contact
dimpy mehta, randstad
job type
permanent
salary
AU$ 65 - AU$ 70 per year
apply now

job details

posted
location
parramatta, new south wales
specialism
administration & office support
job type
permanent
working hours
Full-Time
salary
AU$ 65 - AU$ 70 per year
reference number
90M0383098_1555471538
contact
dimpy mehta, randstad
apply now
Apply with

job description

Customer Service Manager

  • Join a highly successful, fun team - work for a well known global organisation
  • Fulltime Permanent Role offering $70k+ Super| Immediate Start
  • Located in Rosehill| parking on site

Your new company:

This is an exciting opportunity to join a well known company near Parramatta. In your new role, 2 Customer Success Specialists reporting directly to you, you will manage all final level escalations, directly from the customer and via our off-shore Team. You will also be the internal liaison, using feedback to identify coaching opportunities, and appropriately addressing gaps in knowledge, understanding, and adherence to our processes and procedures with our off-shore Team!

Your responsibilities include:

  • Manage escalation logs and analyse data, looking for trends and patterns to optimise and Operational processes.
  • Manage a pre-determined service recovery budget effectively, working with our off-shore Team and on-shore Operations
  • Actively engage the State Leadership Teams to provide constructive feedback pertaining to repeated service lapses and failures.
  • On-going coaching and mentoring of offshore staff to encourage self resolution preventing repeat escalations to onshore team
  • Proactively identify escalation process improvements to ensure timely resolution of customer queries.
  • Respond and manage feedback, comments and reviews as agreed, on our Google Pages, Product Review etc

Your profile will demonstrate:

  • Positive customer-experience and brand-image focussed approach with view to fostering customer-retention and loyalty.
  • Leadership experience required
  • Exceptional personnel and analytical skills in identifying trends and patterns.
  • Creative thinker with the ability to troubleshoot issues quickly and effectively.
  • Management experience ability to lead and motivate and support customer-centric teams.Experience in managing off-site teams preferred.
  • Focused problem solver with the ability to deal with customers in difficult situations
  • Ability to produce in a fast-paced, high-volume, deadline driven environment.

What's in it for you?

  • Modern office location in Rosehill with free parking available
  • Fulltime Permanent Role offering $70k+ Super
  • Work in a successful and fun team atmosphere for a Global brand name

If you have the above attributes and experience then please don't hesitate to apply as this is an excellent, honest and positive environment with potential for you and your career to grow. If you require further information please call Dimpy Mehta on 02 961553666 or email dimpy.mehta@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

''customer service manager''

qualification

no

educational requirements

Primary School/Junior High