AddressThe Customer Service Manager will be responsible the Customer Service team and work collaboratively with the commercial and operations teams to achieve our common goal of enhanced customer experience for the company’s clientele. You will report directly to the company managing director and CEO.
Responsibilities and Duties
- Include but not limited to:
- Assigning jobs to appropriate teams
- Acting on emails
- Assigning incoming emails.
- Directing assigned Cleaners for work specifics when required
- Training staff members
- Processing Jobs/reports and creating quotations for repairs (where applicable).
- Process and raise all Subcontractors Purchase / Work orders/Suppliers Orders in System.
- Customer inquiry support.
- Technician support to staff and costumers.
- Scheduling the works, coordinating with customers.
- Answering calls.
- Taking messages.
Resources
The Customer Service Manager will be based in Head Office 5 days. When required Service Manager will attend site to manager staff, jobs, quotes, customers as required. A Customer Service Manager will be provided with a Laptop as well as other resources to fulfil the role. Employee contract will define working days.
Reporting
The Service Manager will report directly to the CEO and Managing Director.
Hours
The Service Manager role works 38 core hours between the hours of 7:00am and 3:30pm Monday to Thursday, Friday 7am to 3:30pm (which includes .30 hour for lunch) and may choose to work additional hours to achieve outcomes. It is expected that the Fire Services Coordinator is available from time to time to work additional hours or days at the request of Management.
Work Experience and Skills
Essential
Desirable
Previous experience in a management role.
Management degree/certificate.
Previous experience – minimum 3 years.
Tradify/ iAuditor/ CRM Software.
Strong computer skills, including intermediate to advanced skills in Microsoft Word, Excel, and Outlook
Strong communication and written skills and management skills
Personal Qualities and Behaviour Traits
Well-developed interpersonal skills with strong verbal and written communication skills.
A professional outlook to work and take initiatives to improve business operationally and financially.
Ability to multi task and work to deadlines.
Ability to cope with a fast paced environment.
Excellent organizational skills.
Confident.
Management skills
Field experience
Willing to take instructions from head management and execute them efficiently.
Strong customer rapport, ability to maintain relationships with all stakeholders.
Strong conflict resolution skills and strong team player.
Summary of role requirements:
- Flexible hours available
- 2-3 years of relevant work experience required for this role
- Work visa can be provided for this role
