Customer Service Manager

MAYDAY is excited to partner with an Australian owned and leader within the kitchen industry, to find their next Contact Centre Manager in Somersby on the Central Coast!
  
This role will be reporting to the Operations Manager and will be responsible for leading and managing a diverse team committed to delivering top-notch service to customers, handling escalated complaints, and ensuring decisions align with current consumer guarantees.
  
What’s in it for you:

• Australian owned company!

• High quality brands that are well known in the market!

• Based in Somersby on the beautiful Central Coast

• $80,000 - $100,000 + super

• Monday to Friday in the office

• Continuous learning experiences and growth opportunities

• Fantastic team and wider culture where people come first

• Social team events

• Charity participation

• ASAP start

The role:

• Manage and guide the Customer Service team, while encouraging engagement, productivity and drive exceptional customer experience.

• Mentor and grow your teams’ strengths and abilities

• Assess customer satisfaction and retention levels, and ensure continuous improvement

• Handle escalated customer complaints ensuring satisfactory resolutions for both parties

• Handling case files and responses for Office of Fair Trading, and being comfortable representing the company at various tribunal hearings (e.g. NCAT, QCAT, VCAT etc)

The Ideal Candidate:

• Must have previous experience as a Customer Service Manager in a B2C environment and dealing with high value products

• Strong people management skills

• Knowledge of using CRMs

• Brings negotiation and decision-making skills

• Cares for their team whilst being able to drive results

• Has the ability to identify risk

• Is innovative and enjoys new ideas in the workplace

If this sounds like a role you’d thrive in, APPLY today!