customer service

manager

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CNP International Pty Ltd is a Human Resource consulting business located in Melbourne CBD and Warrnambool. We are looking for a Customer Service Manager to work at our Warrnambool office in regional VIC. To be successful in this role, you will need solid experience in CS management as you will be leading our Customer Service team. Candidates having experience in a production or professional service environment will be viewed favourably.
 

Position: Customer Service Manager
 

Main Duties (but not limited to):

  •  Develop and implement customer service policies and procedures in the company

  •  Define and communicate customer service standards to team members

  • Review and assess customer service related contracts and documentation

  • Oversee the achievement and maintenance of agreed customer service levels and standards

  •  Direct the daily operations of the team

  • Plan, prioritise and delegate work tasks to ensure proper functioning of the department delivery

  • Ensure the necessary resources and tools are available for quality customer service

  • Review customer complaints

  • Track customer complaint resolution and modify and improve services provided

  • Plan and implement after-sales services to measure customer satisfaction level

  • Handle complex and escalated customer service issues

  • Monitor accuracy of reporting and data base information

  • Analyse relevant data to determine customer service outputs

  • Identify and implement strategies to improve quality of service, productivity and profitability

  • Liaise with company management to support and implement growth strategies

  • Co-ordinate and manage customer service projects and initiatives

  • Identify and address staff training and coaching needs

 

Requirements:

 

  •  At least a diploma level of qualification in the relevant field and

  • At least 3 years of experience in the relevant field

 

No phone enquiries accepted.

Contact

© 2018 by

CNP International Pty Ltd.

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53 Hopetoun Road,

Warrnambool, VIC, 3280

Tel: +61 03 9973 6230​​​