Proactive Personnel are currently recruiting for Customer Service Manager for one of our clients in Miles Platting
The Customer Service Manager will lead and manage the customer service function to ensure exceptional service is delivered to all customers. This role will focus on setting clear service standards, responding to customer enquiries, overseeing daily operations, and implementing strategies to improve customer satisfaction, loyalty, and retention.
THE RESPONSIBILITIES
- Lead, coach, and develop the customer service team to enhance performance and ensure high-quality service delivery. Establish clear goals and expectations for individual and team performance.
- Responding to customer issues, ensuring timely resolution and maintaining a high standard of professionalism throughout interactions. Develop strategies to prevent repeat issues.
- Ensure that customers receive outstanding support through all communication channels (E-mail, Instagram, TikTok, Facebook and Trustpilot), aiming to resolve inquiries, complaints, and issues efficiently.
- Identify areas for process optimisation, and implement improvements to increase operational efficiency, reduce response times, and improve customer satisfaction metrics (e.g., CSAT, NPS).
- Monitor key performance indicators (KPIs) for the customer service team, such as first response time, tickets per order, resolution time, and customer satisfaction. Regularly analyse and report on performance trends, providing actionable insights for continuous improvement.
- Implement ongoing training programs for the customer service team to improve product knowledge, soft skills, and problem-solving abilities. Conduct regular performance reviews and provide constructive feedback.
- Work closely with other departments (Marketing, Product Development) to address customer feedback, share insights, and ensure alignment across the company regarding customer experience.
- Oversee the implementation and usage of customer service software (e.g., CRM systems, helpdesk software) to ensure optimal workflow and customer management processes.
THE SKILLS
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Ability to analyse data, identify trends, and implement data-driven strategies.
- Proficiency with customer service platforms
- Problem-solving abilities and a customer-first mindset
- Empathetic and patient when dealing with complex customer enquiries.
ESSENTIAL REQUIREMENTS
- Minimum of 3 years working in a similar role.
- Proven track record of leading and motivating teams in a customer-first environment.
- Experience in managing escalated customer complaints and resolving conflicts
If you are interested please apply and one of our consultants will be in touch.