The Client
Kuber Vaults is a world class safety deposit locker facility located in Castle Hill and Canberra.
Kuber Vaults seek an experienced Customer Service Manager to oversee customer service management and execution in multiple stores across major cities in Australia.
The Role
This is for a full-time role with an annual salary at $80,000 plus superannuation and will be based in their Canberra office. Frequent travel will be required between existing two sites and to other locations which will be added as a result of expansion.
Responsibilities
Develop and implement customer service policies, procedures, and standards in alignment with company goals.
Collaborate with other departments to ensure a seamless customer experience across all touchpoints
Ensuring operational efficiency, optimizing resources and workflows to enhance customer service experiences
Overseeing customer service enquiries from various channels
Hiring, training, and managing new employees and provide feedback to team members
Managing escalated customer enquiries and ensuring high customer satisfaction
Providing direction and feedback to team members, fostering a supportive and productive environment that encourages professional growth
Assisting with the recruitment of customer service staff, and ensuring candidates align with the company's values and service standards
Managing, motivating, and developing staff providing customer services to maintain high levels of satisfaction and efficiency
Implement quality assurance measures to maintain high standards of service delivery, including monitoring customer interactions, conducting performance evaluations, and implementing training programs
Utilize data analytics tools to track key performance metrics, identify trends, and generate insights to inform decision-making and improve customer support strategies
Collaborate with sales, marketing, operations, and technical teams to address customer needs, communicate product updates, and ensure a seamless customer experience across all touchpoints
Gather customer feedback, analyse satisfaction levels, and proactively address concerns to drive continuous improvement and enhance customer loyalty
Ensure compliance with industry regulations, company policies, and quality standards in all customer support activities
?Maintain accurate records of customer interactions, inquiries, resolutions, and feedback to facilitate knowledge sharing and improve future support processes
Requirements
Bachelor’s Degree or higher in Business Administration, Marketing, Communications, or a related field
Must have a minimum of 1 year experience in a similar role.
Minimum of 2 years of relevant experience in customer service management.
Experience in managing and leading customer service team/s, including hiring, training, and performance evaluation is preferable.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
Analytical mindset with the ability to leverage data insights to drive process improvements and enhance the customer experience
Commitment to providing outstanding customer service and maintaining high standards of professionalism.
Excellent verbal and written communication skills, with the ability to interact effectively
Strong analytical and problem-solving skills, with the capability to think strategically and provide innovative solutions to complex customer service challenges.
Kuber Vaults is a world class safety deposit locker facility located in Castle Hill and Canberra.
Kuber Vaults seek an experienced Customer Service Manager to oversee customer service management and execution in multiple stores across major cities in Australia.
The Role
This is for a full-time role with an annual salary at $80,000 plus superannuation and will be based in their Canberra office. Frequent travel will be required between existing two sites and to other locations which will be added as a result of expansion.
Responsibilities
Develop and implement customer service policies, procedures, and standards in alignment with company goals.
Collaborate with other departments to ensure a seamless customer experience across all touchpoints
Ensuring operational efficiency, optimizing resources and workflows to enhance customer service experiences
Overseeing customer service enquiries from various channels
Hiring, training, and managing new employees and provide feedback to team members
Managing escalated customer enquiries and ensuring high customer satisfaction
Providing direction and feedback to team members, fostering a supportive and productive environment that encourages professional growth
Assisting with the recruitment of customer service staff, and ensuring candidates align with the company's values and service standards
Managing, motivating, and developing staff providing customer services to maintain high levels of satisfaction and efficiency
Implement quality assurance measures to maintain high standards of service delivery, including monitoring customer interactions, conducting performance evaluations, and implementing training programs
Utilize data analytics tools to track key performance metrics, identify trends, and generate insights to inform decision-making and improve customer support strategies
Collaborate with sales, marketing, operations, and technical teams to address customer needs, communicate product updates, and ensure a seamless customer experience across all touchpoints
Gather customer feedback, analyse satisfaction levels, and proactively address concerns to drive continuous improvement and enhance customer loyalty
Ensure compliance with industry regulations, company policies, and quality standards in all customer support activities
?Maintain accurate records of customer interactions, inquiries, resolutions, and feedback to facilitate knowledge sharing and improve future support processes
Requirements
Bachelor’s Degree or higher in Business Administration, Marketing, Communications, or a related field
Must have a minimum of 1 year experience in a similar role.
Minimum of 2 years of relevant experience in customer service management.
Experience in managing and leading customer service team/s, including hiring, training, and performance evaluation is preferable.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
Analytical mindset with the ability to leverage data insights to drive process improvements and enhance the customer experience
Commitment to providing outstanding customer service and maintaining high standards of professionalism.
Excellent verbal and written communication skills, with the ability to interact effectively
Strong analytical and problem-solving skills, with the capability to think strategically and provide innovative solutions to complex customer service challenges.
