Customer Service Manager

Summary about this job

Detail information about job Customer Service Manager. Terms and conditions vacancy

ROLE AND RESPONSIBILITIES

The Customer Service Manager is responsible for effectively leading the pre-sale and facilitation service division team and overseeing the implementation of sales, service, and administration of new and existing accounts and the overall efficiency within skills group for pre and after sales services. The customer service manager is also required to liaise between internal divisions and departments and other key stakeholders of the business to facilitate the successful fulfillment of the sales and application process.

A Customer Service Manager is required to perform the following duties:

• Developing, managing and reviewing policies, programs and procedures concerning customer relations, as well as managing goods and services for the presale and facilitation team.
• Developing, managing and reviewing customer service procedures and feedback on a daily basis within each and every client interaction internally and externally, ensuring that the overall standards and efficiency are meeting high performance and satisfaction standards.  
• Overseeing administrational fulfillment of customer accounts and applications in all applicable systems and platforms.
• Overseeing CSR’s management of existing accounts and applications to ensure the application process is completed correctly and in line with applicable time-schedules.
• Learning and maintaining current end-to-end knowledge of products or services in their scope, as well as the physical and administrational requirements of successful fulfilment as a point of contact for team members.
• Overseeing the acquisition and input of all applicable documentation, data, and payment detail required for new and existing applications and accounts.
• Effectively communicating and liaising between overseas third parties and key stakeholders throughout the application process to ensure accounts are successfully created and fulfilled.
• Daily and weekly delivery of team meetings, coaching and training to CSR’s in regards to product, customer service and the facilitation of a fast and efficient application process.
• Creation and development of training materials and schedules as well as contribution to the development of operational policies and procedures.
• Responsible for managing, motivating and developing staff providing customer services
• Keep upper management informed on progress of applications and status of accounts by creating daily, weekly or monthly reports and work plans.
• Communication of individual and team results to, targets and areas of development or concern to CSR’s.
• Tracking revenue and reporting to upper management as applications and accounts are fulfilled.
• Makes recommendations on and provides accurate information about successful fulfilment of applications or services with reference to product literature and industry knowledge.
• Monitors competition by gathering current marketplace information on processes, administrational requirements, new facilitation methods, delivery schedules, etc.
• Recommends potential changes in products, service, or company policy by evaluating results and competitive developments.
• Resolves stakeholder or escalated customer complaints or issues by investigating problems; developing solutions; preparing reports; making recommendations to management.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Liaising with other organisational units, service agents and customers to identify and respond to customer expectations

PREFERRED SKILLS

• High level of rapport building, organizational and management skills
• Strong knowledge of administrational systems, data entry and Microsoft Office
• Strong problem solving and multi-tasking abilities
• Proactive and efficient approach to all tasks
• Must have experience in dealing with Educational recognition of prior learning courses, procedures and Australian  licensing and compliance prerequisites  Must hold an Associate Degree, Advanced Diploma or Diploma. At least three years of relevant experience may substitute for the formal qualification requirement.