We are looking for a Customer Service and Sales Manager to join our welcoming and supportive team. In this role, you will be responsible for ensuring superior customer service delivery by our friendly customer service team to existing and potential customers of Personalised Plates Queensland, in line with Policies and Procedures administered by the Department of Transport and Main Roads. You'll deliver and drive revenue generating Customer Service and Sales based initiatives.
In the role you'll take the next step in your career by:
- Leading the customer service team who handle inbound enquiries from the general public, motor vehicle dealers and business plate customers whether by phone, email or in person.
- Achieving sales and service KPI’s through the call centre embracing both inbound and outbound telemarketing.
- Identifying and implementing opportunities for business process optimization within the Customer Service Team with a view of increasing revenue or improving service delivery
- Developing strategies to assist B2B sales channels with driving revenue and delivering service excellence
- Ensuring that customer experience is timely, accurate and friendly
- Implementing change management protocol and ensuring Business Continuity processes are followed whenever required
- Developing and administering training to the Customer Service Team to ensure Sales strategies are delivered and superior Customer Service is maintained
- Professional development and coaching of Team Leader and Customer Service Team members
- Effective stakeholder management within our team and beyond with the Department of Transport and Main Roads to ensure Business Processes are beneficial for both parties
- Business process optimisation and quality assurance, including the day-to-day operations, compliance, financial reconciliations and reporting.
