Customer Service Manager

Atlas Migration is a migration and education agency based in Sydney that operates across the entire Australian territory.

Come visit our free info point to get information about Visas, courses, degrees and other matters. Renowned for its professionalism and exceptional Customer Service, Atlas Migration stands out in its field.

Atlas Migration is now looking for an experienced, reliable and well-spoken Customer Service Manager to join their team. The right candidate will be responsible for leading a team that delivers exceptional Customer Service, addressing customer issues, improving processes, and contributing to overall customer satisfaction and loyalty.

Your responsibilities:

• Leading and managing the team of Customer Service representatives - this includes hiring, training, and supervising the staff to ensure they provide excellent Customer Service.
• Establish and communicate service standards for the team - this includes defining expectations for response times, resolution processes, and overall customer interaction.
• Handle escalated customer issues and ensure that concerns are addressed promptly and satisfactorily.
• Track and evaluate the performance of the team - this involves analyzing metrics such as response times, customer satisfaction scores, and resolution rates to identify areas for improvement.
• Identifying opportunities to improve processes and streamline Customer Service operations - this involves assessing current workflows, gathering feedback, and implementing changes to enhance efficiency and customer satisfaction.
• Collaborate with other departments, such as sales and marketing to share customer feedback and insights. Answer customers’ questions, resolve problems, and maintain customer satisfaction by providing problem-solving resources;
• Maximise customer operational performance by providing help desk resources and technical advice;
• Maintain accurate records and document all Customer Service activities and discussions
• Stay informed on the latest industry techniques and methods
• Developing and executing post-sales services to monitor customer satisfaction, and refine the services offered

About you:

• At least 2 years working as a Customer Service Manager;
• Strong communication and leadership skills;
• Outstanding Customer Service skills;
• Outstanding problem-solving skills;
• Strong ability to work well under pressure and to manage issues that may arise;
• Ability to handle enquiries appropriately and find the right solution for anyone;
• Knowledge of Italian language is a must.

Job type: Permanent/full-time position

Salary: $70,000 - $80,000