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SalaryQuinn & Co. Eyecare is a leading group of independent optometry practices dedicated to providing exceptional eye care services to our community. With a commitment to excellence and a focus on customer satisfaction, we strive to enhance the vision and lives of our patients through personalised care and high-quality products.
Role Overview:
As the Customer Service Manager, you will play a key role in ensuring our customers receive outstanding service at every touchpoint. You'll lead a team of Customer Service representatives, develop strategies to enhance customer satisfaction, and drive continuous improvement initiatives. If you're passionate about delivering exceptional service and leading teams to success, we want to hear from you. Hours are Monday to Friday 9:00am to 5:30pm. Salary is $70K plus superannuation.
Key Responsibilities:
- Lead and motivate a team of Customer Service representatives including optical dispensers and assistants to deliver excellence.
- Review and improve existing, and develop and implement new Customer Service policies, procedures, and standards.
- Monitor customer interactions, both over the phone and in person, and provide coaching and feedback to team members.
- Assist and supervise practice staff in conducting after-sales follow up calls to ensure customers are satisfied with their new eyewear and their overall experience.
- Collaborate with practice staff to address customer enquiries, troubleshoot eyewear problems and resolve issues.
- Identify opportunities to improve processes and enhance the overall customer experience.
- Analyse customer feedback and data to drive improvements and make informed decisions that will ultimately lead to us exceeding customer expectations rather than just meeting them.
- Conduct regular audits to ensure full compliance by practice staff with eyewear quality control procedures.
- Liaise with frame and lens suppliers to resolve quality issues and to improve turnaround time on customer orders.
Requirements:
- Proven experience in Customer Service management, preferably in the optometry or healthcare industry.
- Strong leadership and communication skills.
- Excellent problem-solving abilities and attention to detail.
- Ability to develop and implement Customer Service strategies.
- Proficiency in Microsoft Office Suite and ideally in optometry software Optomate.
If you're ready to make an impact and lead a team to deliver exceptional Customer Service, apply now! Please submit your resume and cover letter detailing your qualifications and why you're the perfect fit for this role.
Quinn & Co. Eyecare values diversity and is an equal opportunity employer. We appreciate all applications, and all candidates will be contacted and notified of the outcome of their application.
