Customer Service Manager

•      Premium FMCG

•      Fast Growing Company

Client Details

Premium FMCG


Your objective is to motivate & support the online and retail Customer Support Teams in delivering an exceptional customer experience across calls, email & live chat. This hands-on role will give you the opportunity to offer creative & timely solutions to our customers’ needs. You will also be instrumental in shaping & implementing continuous improvement strategies for more efficient workflows & improvements to customer service metrics. Champion our brand values and ensure our ‘customer centric’ core drivers are cascaded through-out the customer service teams.
Key responsibilities:
  • Liaise with other departments to positive outcomes for customer enquiries & maintaining strong collaboration internally
  • Handle escalations & delegate tasks to team
  • Recruitment & onboarding
  • Staff rostering to align with expected call & email volumes
  • Provide viable solutions for customer issues
  • Coach, develop and motivate team members
  • Supervise a team of customer service representatives
  • Designs and implements improvement solutions to a growing team
  • Tracking & reporting of customer complaints to the wider business, including the senior leadership team
  • Tracking customer feedback across Customer Service interactions & public review sites to provide insights into the customer experience
  • Track orders and liaise with internal/external logistics teams for any delivery questions
  • Identify strategies for more efficient workflow
  • Experience in a similar role at a contact centre
  • Experience with CRM systems, such as Zendesk, Freshdesk , Microsoft Dynamics 365
  • Excellent problem-solving skills
  • Self-motivated with great time management skills
  • Outstanding people skills and communicator
  • Great phone etiquette and communication skills
  • Passionate and fun, develops rapport with customers easily
  • Competent computer skills with good knowledge of Excel
  • High attention to detail
  • Exceptional writing skills
  • Ability to adapt with changes based on business needs
Job Offer
  • Design and deliver strategies that place customers at the centre of business decisions
  • Work with diverse and high-performance colleagues
  • Be part of an enriching culture born on values, purpose, imagination and spirit
  • Flexible working environment

Click the 'Apply Now' button ASAP! If you have any questions or would like to have a confidential discussion, please call Corin Roberts in our Sydney office on (02) 9195 2929