Customer Service Manager
October 8, 2015
The client
Our latest client is an Education and Training institute based in Sydney. Dealing with an increase in international students and also Australian Citizens/Permanent Residents training and education placement enquiries, they are now searching for a Customer Service Manager to join their team.
The role
Reporting to the Director, this role involves responding to all customer enquiries, complaints and satisfaction processes and reporting to key management on Customer Satisfaction Index (CSI) results.
You will be working within a small but team-oriented environment and will be responsible for an array of duties including but not limited to:
Manage internal sales & customer service team of three
Manage sales inquiry allocation and ensure timely response and follow-up
Ensure accurate and timely order processing
Respond to enquiries and complaints within the nominated timeframe
Liaise with relevant managers to respond to customer questions and problems
Personally meet with customers to listen and discuss concerns
Take clear and detailed notes relating to individual cases
Supervise weekly completion of CSI reports and present results to management
Mentoring staff as necessary in relation to customer service standards
Escalate problems where appropriate
The requirements
Previous experience in a demanding customer service position
Relevant bachelor degree in Business
Confident and clear communication skills
A mature and professional approach
The ability to handle a range of personality types
Proficient with MS Office programs
Experience in the education and industry training sectors
Ability to deliver insights
Excellent interpersonal and communication skills
2 contactable referees to be included in the resume
