Customer Service Manager Full Time

Position: Customer Service Manager

Position Type: Full-Time

Location: Bundall QLD 4217

Our client is seeking a Customer Service Manager to join their dynamic team located in Bundall, Queensland.

Relevant duties and responsibilities

• Hiring, training, and overseeing customer service representatives to ensure excellent service delivery;
• Addressing complex or escalated customer issues and finding resolutions to maintain satisfaction;
• Tracking team performance through key metrics (for example, response time, resolution rate, customer satisfaction scores) and implementing improvements;
• Analysing customer feedback and implementing strategies to enhance overall customer satisfaction and retention;
• Working with sales, marketing, product, and IT teams to ensure customer concerns and insights are addressed;
• Conducting regular training sessions to improve team skills, product knowledge, and problem solving abilities;
• Keeping up with new customer service technologies, best practices, and market trends to improve service strategies.

Required Qualifications

• At least:
  • an AQF (or equivalent) Associate Degree, Advanced Diploma or Diploma; or
  • at least (3) years of relevant experience to substitute for qualification.

Required Experience

• A minimum of three (3) years of full-time relevant experience.
• Prior experience in a financial planning practice
• Previous experience in a customer service leadership or supervisory role
• Excellent problem-solving skills
• Attention to detail and accuracy
• Exceptional phone etiquette and written communication
• Strong time-management skills.