The Client
EWE Group Pty Ltd is an international Australian owned company with a diverse service offering in multi-modal logistics. They have several branch offices in Australia and overseas. They are now seeking an experienced Customer Service Manager to join their team in Chullora in NSW.
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The Role
The main objective of this position at EWE is to manage customer service standards and the service policies and procedures with the goal of increasing customer satisfaction, client acquisition and retention.
The position is for a full time role with an annual salary $90,000 plus superannuation.
The Responsibilities
Some tasks may include
Managing, strengthening and reviewing the level of relationship between EWE and its clients and
other stakeholders involved in the delivery of services to our customers.
Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
Providing before and after-sales support to customers by managing complaints and feedback
Making decision on conflict-resolutions including internal changes to policies and procedures, staff training, service delivery standards and complaint escalations
Managing requests for refund or other forms of compensations and providing strategic direction to staff members
Developing and managing the organisation’s customer service policies, procedures and problem-solving guidelines
Providing training to staff members in relation to the delivery of high level of services whilst building positive customer relationships
Developing, implementing and managing after-sales services to follow up customer satisfaction, ensure performance of service delivery, and modify and improve services provided as required to increase satisfaction level
Assessing customer retention levels and recommending improvements where required
Constantly assessing company’s structure and software fitness to the complexity and size of the business while recommending and assisting with the implementation of more appropriate solutions
Liaising with other Managers and Departments to identify and respond to customer expectations, and to collaborate towards the delivery of a higher-level customer services and to ensure customer service excellence across all areas
Developing and maintaining collaborative relationships with internal teams and external stakeholders
The Requirements:
Diploma or higher qualification in a relevant field
At least 3 years of experience in customer service management
At least 3 years of experience in a similar role in a professional commercial setting
At least 3 years of experience in managing and leading customer service team, including hiring, training, and performance evaluation
Ability to manage a customer related staff within a complex structure
Excellent communication skills both in writing and speaking
Proven leadership and mentoring skills
Proven decision-making skills
EWE Group Pty Ltd is an international Australian owned company with a diverse service offering in multi-modal logistics. They have several branch offices in Australia and overseas. They are now seeking an experienced Customer Service Manager to join their team in Chullora in NSW.
?
The Role
The main objective of this position at EWE is to manage customer service standards and the service policies and procedures with the goal of increasing customer satisfaction, client acquisition and retention.
The position is for a full time role with an annual salary $90,000 plus superannuation.
The Responsibilities
Some tasks may include
Managing, strengthening and reviewing the level of relationship between EWE and its clients and
other stakeholders involved in the delivery of services to our customers.
Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
Providing before and after-sales support to customers by managing complaints and feedback
Making decision on conflict-resolutions including internal changes to policies and procedures, staff training, service delivery standards and complaint escalations
Managing requests for refund or other forms of compensations and providing strategic direction to staff members
Developing and managing the organisation’s customer service policies, procedures and problem-solving guidelines
Providing training to staff members in relation to the delivery of high level of services whilst building positive customer relationships
Developing, implementing and managing after-sales services to follow up customer satisfaction, ensure performance of service delivery, and modify and improve services provided as required to increase satisfaction level
Assessing customer retention levels and recommending improvements where required
Constantly assessing company’s structure and software fitness to the complexity and size of the business while recommending and assisting with the implementation of more appropriate solutions
Liaising with other Managers and Departments to identify and respond to customer expectations, and to collaborate towards the delivery of a higher-level customer services and to ensure customer service excellence across all areas
Developing and maintaining collaborative relationships with internal teams and external stakeholders
The Requirements:
Diploma or higher qualification in a relevant field
At least 3 years of experience in customer service management
At least 3 years of experience in a similar role in a professional commercial setting
At least 3 years of experience in managing and leading customer service team, including hiring, training, and performance evaluation
Ability to manage a customer related staff within a complex structure
Excellent communication skills both in writing and speaking
Proven leadership and mentoring skills
Proven decision-making skills
