Customer Service Manager

ASTIA AUSTRALIA PTY LTD (ABN 44 618 934 393) T/A ASTIA, requires a full time Customer Service Manager to be paid an annualized salary of $65,000 plus 10% superannuation.
In this role, you will be responsible for overseeing the implementation of sales, service, and administration of new and existing accounts and the overall efficiency within ASTIA. The role requires you to liaise between internal divisions and departments and other key stakeholders of the business to facilitate the successful fulfilment of the sales and application process from start to after sales services. ASTIA is contracted to operate the inbound and outbound sales and service functions for multiple external clients, spanning the education, technology, telecommunication and government sectors.
Duties Required:

• Developing and reviewing policies, programs and procedures concerning customer relations and goods and services for the presale and facilitation team.
• Developing and reviewing customer service procedures and feedback on a daily basis within every client's interaction internally and externally ensuring that the overall standards and efficiency are meeting high performance and satisfaction standards.
• Oversee administrational fulfillment of customer accounts and applications in all applicable systems and platforms.
• Oversee CSR's management of existing accounts and applications to ensure the application process is completed correctly and in line with applicable time-schedules.
• Learn and maintain current end-to-end knowledge of products or services in their scope, as well as the physical and administrational requirements of successful fulfilment as a point of contact for team members.
• Oversee the acquisition and input of all applicable documentation, data, and payment detail required for new and existing applications and accounts.
• Effectively communicate and liaise between overseas third parties and key stakeholders throughout the application process to ensure accounts are successfully created and fulfilled.
• Daily and weekly delivery of team meetings, coaching and training to CSR's in regards to product, customer service and the facilitation of a fast and efficient application process.
• Creation and development of training materials and schedules as well as contribution to the development of operational policies and procedures.
• Keep upper management informed on progress of applications and status of accounts by creating daily, weekly or monthly reports and work plans.
• Communication of individual and team results to, targets and areas of development or concern to CSR's.
• Tracking revenue and reporting to upper management as applications and accounts are fulfilled.
• Makes recommendations on and provides accurate information about successful fulfilment of applications or services with reference to product literature and industry knowledge.
• Monitors competition by gathering current marketplace information on processes, administrational requirements, new facilitation methods, delivery schedules, etc.
• Recommends potential changes in products, service, or company policy by evaluating results and competitive developments.
• Resolves stakeholder or escalated customer complaints or issues by investigating problems; developing solutions; preparing reports; making recommendations to management.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Liaising with other organisational units, service agents and customers to identify and respond to customer expectations

• Must have an Associate Degree, Advanced Diploma or Diploma with 2 years post qualification related experience to the role or, at least three years of relevant experience may substitute for the formal qualification requirement.
• High level of rapport building, organizational and management skills
• Strong knowledge of administrational systems, data entry and Microsoft Office