Customer Care Manager

Let's get to know each other…
WHO ARE WE
We're all about making life fantastic for our team and our customers. We're not into corporate jargon or hierarchy. We're known for being unconventional; for allowing our team members to be themselves; for supporting our people to develop great careers; and most importantly having FUN! When you join us, you're joining a passionate team who are committed to being learners, collaborators, and changemakers.
YOUR NEW ROLE
This is your opportunity to take the next step in your career and lead the customer care team! In this exciting role, you will be responsible for the day-to-day management of the customer care team including:

• Resource planning and management
• Employee development, training, and performance management
• Provide a contemporary, personalised experience for customers, whilst maximising every sale and resolving any service or product related issues.
• Drive high levels of customer service and satisfaction through effective customer care team management: Customer Experience, Order Management, Complaints Management
• Define priorities and action plans to achieve set objectives.
• Creation of Customer and Management reports
• Ensuring that a high level of customer service is always maintained.

TO BE SUCESSFUL IN THE ROLE, YOU WILL REQUIRE:

• Previous experience leading a large customer service team in a high-pressure environment.
• Proven ability to coach, mentor and develop team members.
• Focus on process improvements to ensure KPI's are consistently achieved.
• Full Australian working rights
• 5-10 years customer service and team management experience
• Effective communication skills, verbal and written.
• Highly developed customer relationship management skills
• Demonstrated training & coaching skills.
• Advanced skills in MS Office suite

THE PERKS
Be rewarded with a competitive salary package, incentives and awesome staff discounts both on Fantastic Furniture products and our wider Greenlit group brands (plus access discounts with over 350+retailers through our rewards platform!) We're committed to providing you with a healthy work/life balance, flexibility and range of health and wellbeing programs. We'll make sure you're supported by programs to develop you both in the role you're in now and the role you want in the future!
If you think we could be your perfect match, we'd love to chat!

Customer service, Microsoft Office

Employee discount