AddressHappytel is the global industry leader in Mobile Device Accessories and Repairs with over 25 years of experience and 50 stores across Australia and New Zealand.
We are seeking a committed, trustworthy and independent Customer Service Manager to join our friendly and collaborative team in the Head Office.
Main Duties and Responsibilities:
- Develop and update Customer Service policies and procedures to ensure they meet company goals and industry standards.
- Plan and oversee after-sales services to ensure customer satisfaction, handling warranty claims, returns, and exchanges promptly.
- Adapt and enhance services based on customer feedback and market trends to improve overall satisfaction.
- Investigate and address customer concerns regarding repairs, quotes, deliveries, and other issues, striving for satisfactory outcomes.
- Maintain accurate records of customer interactions and feedback for analysis and improvement.
- Analyse Customer Service performance data to identify areas for enhancement and implement strategies accordingly.
- Collaborate with other teams to improve Customer Service processes and standards.
- Train, mentor, and supervise Customer Service staff to ensure high-quality service delivery and achievement of targets.
- Foster a positive work culture focused on customer satisfaction, teamwork, and accountability.
Requirements:
- Minimum 2 year experience, preferably in a managerial or supervisory capacity.
- Demonstrated success in leading and managing a team, including hiring, training, and performance management.
- Experience in handling escalated customer issues and resolving conflicts effectively.
- Strong presentation skills for training sessions and meetings.
- Strong leadership abilities with the capacity to motivate and inspire a team.
- Proven track record of implementing Customer Service best practices.
- Experience in analyzing data and metrics to drive improvements in Customer Service performance.
- Proficiency in Microsoft Office Suite or similar productivity tools.
- Ability to collaborate effectively with cross-functional teams, such as sales, marketing, and operations.
- Ability to work efficiently in a fast-paced environment and handle multiple tasks simultaneously.
- Understanding of the retail industry.
- A valid Australian visa with the right to work full-time.
What we can offer you:
- An opportunity to build your experience in a fast-growing retail environment;
- A fun and positive work environment;
If this sounds like what you are looking for, apply now and kick-start your career with us at Happytel.
