Customer Service Manager

The Client

Smart Energy Group is a full-service renewable solar energy company servicing Australia wide. They design and install bespoke solar solutions that reduce the energy costs of Australian households and businesses whilst improving Australia's green footprint.

They seek an experienced Customer Service Manager to join their team.

The Role

This is for a full-time role with an annual salary at $70,000 plus superannuation plus performance incentives and will be based in their Byron Bay office.

Responsibilities

• Developing and reviewing policies, programs, and procedures concerning customer relations and the goods and services provided to ensure they meet or exceed customer expectations
• Ensuring operational efficiency, optimizing resources and workflows to enhance Customer Service experiences
• Providing direction and feedback to team members, fostering a supportive and productive environment that encourages professional growth
• Assisting with the recruitment of Customer Service staff, ensuring candidates align with the company's values and service standards
• Managing, motivating, and developing staff providing Customer Services to maintain high levels of satisfaction and efficiency
• Implement quality assurance measures to maintain high standards of service delivery, including monitoring customer interactions, conducting performance evaluations, and implementing training programs
• Utilize data analytics tools to track key performance metrics, identify trends, and generate insights to inform decision-making and improve customer support strategies
• Collaborate with sales, marketing, operations, and technical teams to address customer needs, communicate product updates, and ensure a seamless customer experience across all touchpoints
• Gather customer feedback, analyse satisfaction levels, and proactively address concerns to drive continuous improvement and enhance customer loyalty
• Ensure compliance with industry regulations, company policies, and quality standards in all customer support activities
• Maintain accurate records of customer interactions, inquiries, resolutions, and feedback to facilitate knowledge sharing and improve future support processes

Requirements

• Bachelor's Degree or higher in Business Administration, Marketing, Communications, or a related field
• Minimum of 4 years of experience in Customer Service or client relations roles
• Strong leadership skills with the ability to inspire and motivate teams to achieve goals.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
• Technical aptitude and familiarity with solar and battery systems, including installation, operation, and maintenance principles.
• Analytical mindset with the ability to leverage data insights to drive process improvements and enhance the customer experience.
• Solid organizational and problem-solving abilities, with a keen attention to detail.
• Proficiency in CRM software, ticketing systems, and other customer support tools.
• Commitment to providing outstanding Customer Service and maintaining high standards of professionalism.
• Excellent verbal and written communication skills, with the ability to interact effectively
• Strong analytical and problem-solving skills, with the capability to think strategically and provide innovative solutions to complex Customer Service challenges