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