Customer Relations Manager
Outstanding opportunity to help drive the customer experience agenda in this newly created role.
Summary about this job
Management & Support
Company: GS1 Australia
Location: Melbourne
Work type: Full Time
Salary: Circa $110K total package incl super
Phone: +61-2-6153-5440
Fax: +61-3-3659-7995
E-mail: n\a
Site: n\a
Detail information about job Customer Relations Manager. Terms and conditions vacancy
GS1 Australia is the leading provider of supply chain standards and services for over 20 industry sectors. We recognise that our employees are our greatest resource and our most valuable asset, and we have a strong commitment to promoting a collaborative, passionate, inclusive and caring working environment.
We are seeking a highly motivated and collaborative Customer Relations Manager to join our Mulgrave based team. Reporting to the Head of Customer Relations & Standards Office, the hours of work are Monday to Friday, 9am to 5pm with a 1-hour lunch break.
The objective of this role is to lead the Customer Support and Membership Administration Teams in the provision of an outstanding customer experience and to maintain the integrity and compliance of the GS1 numbering system. You will be unwavering in your quest to increase customer satisfaction, loyalty and retention and to entrench a culture of communication, teamwork and high performance amongst the team!
Day to day activities include, but are not limited to:
- Providing assistance and advice to GS1 Australia customers on our products / services / membership, via phone and in writing.
- Taking ownership in solving complex or escalated customer service issues.
- Developing feedback / complaints handling procedure.
- Focusing on process improvement of customer relations procedures, policies and standards and engaging other business managers to ensure a seamless customer experience.
- Controlling resources and workflow to achieve service targets; taking ownership of recruitment, inducting, developing, coaching and counselling of staff.
- Conducting analysis of statistics / data to provide reporting to Senior Management.
We are looking for a person who is proactive with their learning and development to acquire knowledge quickly, adept at keeping abreast of industry developments and best practices and experienced in motivating, developing and guiding a team of customer service representatives to reach high performance with a process improvement focus. Considerable experience as a customer service professional who has had exposure to call centre-type services and administration processing is essential. Resilience, patience, ability to work under pressure and build and maintain effective relationships, attention to detail and organisational skills are all essential to the role. Strong IT proficiency, with proven experience using CRM applications and competency in the use of the MS Office suite; in particular Word, Excel and PowerPoint are required.
This is an exciting time to join the company as we embark on further developing our customer experience and this role will be pivotal.
**This role has been re-advertised. Previous applicants need not apply.
Job benefits and perks
*Chill Out Zone (Pool, Table Tennis and Foosball) *Paid Corporate day off at Christmas *Lifestyle Benefit Programs *Health and Well-being programs *Monthly Massages *Regular Social Events *17.5% Annual Leave Loading *Reward and Recognition programs *20 days Annual Leave *Paid Birthday Leave *Learning and Development opportunities *Secure Parking *Unlimited Espressos!