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Customer Service Manager

  • Global business
  • Multiple revenue streams
  • Innovative and critical product line
  • Team culture that celebrates successes and supports growth

Description 


A vital, leading medical devices business  are looking for a seasoned Customer Service Manager to lead their high performing division. In this role you will report directly into the Head of Customer Service and lead a team of 11 direct reports.


The core responsibilities are as follows:
 
  • Set up and create efficient operating model for Customer Service team
  • Provides an intensive on-the-job training program for new staff.
  • Train and develop existing staff in customer service, telephone techniques, product knowledge and other issues to ensure objectives are met.
  • Identification of opportunities for the improvement of services through the simplification of and refinements to existing systems
  • Ensure that customer’s needs are identified and actions are completed - supporting cross-functional teamwork through liaison with different departments
  • Assist to build a multi-skilled and flexible call centre team to ensure that we have the flexibility to meet the changing needs of customers
  • Ensure monitoring, reporting and resolution of Customer Complaints are carried out and recurrences prevented – proactive complaint management
  • Generate Operational KPI reporting and provides commentary on KPI performance
  • Execute all FCMS reporting on time as per schedule
  • Prepare and conducts performance appraisals of direct reports
  • To assist and support Head of Customer Service as needed.
 
Profile

To be successful in this application, you will have:
  • At least 4 years experience in a call centre environment and order processing
  • 2+ Years as a people leader.
  • SAP proficiency
  • Tier one verbal and written communication skills
  • High attention to detail
  • A strong understanding of the customer need 
  • An aptitude to learn about new products and translate this into a passionate conversation
  • Reliability and strong work ethic

Contact details Brooke Colby - 0413  698 785