Customer Service Manager

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

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