Client Service Manager

Milestone Migration is looking for an experienced Client Service Manager to lead and maintain our business’ sound customer relations.  

Salary Range: $75,000-$90,0000 

Requirements:  

• Bachelor qualification on any relevant degree in business, communication, management.  

• Minimum 3 years’ experience in customer service and/or client relations management  

• Ability to speak English and Filipino fluently. 

• Ability to write English to a professional standard. 

• Recognise the diversity of cultures and worldwide clients (both internal and external). 

• Willing to undertake business travel across Australia and the Philippines at short notice. 

• Knowledge of the Australian migration system is essential. 

• Knowledge of the Philippines Department of Migrant Workers process is essential. 

• Extensive knowledge of the Microsoft suite of products 

The successful applicant for this role will be responsible for the following: 

• Ensure actual service delivery to client organization is undertaken in an effective and timely manner. 

• Prepare workflows and templates for effective client management 

• Develop, implement and continuously improve policies and programs for service delivery and complaint handling  

• In charge of service delivery model for managing relationships and maintaining regular communication with clients 

• Training and mentoring new customer service staff on client servicing policy and procedures 

• Monitoring of workload, productivity and efficiency of Client Service staff 

• Manage and provide coaching and guidance to Client Services staff for the best possible client experience in the business 

• Allocate work to Client Service Staff based on resource allocations and workload 

• Attend functions and events with existing clients to receive feedback and improve relationships with key accounts 

• Handle staff-escalated complaints from customers 

• Work with marketing to implement and execute customer nurturing campaigns and strategies  

• Responsible for coordinating with key accounts to identify additional business opportunities 

• Establish knowledge of migration activities and incorporate related modifications into the company's customer service processes and standards 

• Meet with the Managing Director to review business performance and escalate concerns from the Client services team, making recommendations to improve the customer experience. 

• Collating, preparing, and disseminating reports on customers and work in progress 

• Support business managers to ensure organisational goals are met to the standards expected of the managing director 

• Communicate and liaise with team members in relation to client deliverables 

This role will be challenging and demanding. Only individuals who understand the pressures of client management with a demanding workload should apply.