As Customer Service Manager, you will be responsible for overseeing the running of the Customer Service Team and managing all aspects of Customer Service. Growing and maintaining customer relationships and prioritising customer satisfaction at all times. You will be responsible for creating and reviewing customer policies and implementing new processes to help improve customer experience. Assist with hiring of any new team members and support them in their role with continued training and skill development. You will also communicate directly with external parties and work to introduce new and improved services to customers.

JOB TITLE: Customer Service Manager

JOB TYPE: Full-time, permanent

COMPANY NAME: JSHealth Vitamins

LOCATION: Double Bay, Sydney

SUPERVISOR/MANAGER: COO

Salary: Please indicate the nominated salary

MAIN DUTIES/RESPONSIBILITIES:

• Developing and reviewing all processes, policies and procedures relating to customer service
• Improve and modify services where necessary to improve customer experience and manage customer complaints
• Managing Customer Service Team, providing necessary training to staff and using skills to help them develop further into their role within the team.
• Develop Customer Service manuals to be used by staff when assisting with customer enquiries.
• Hold weekly Customer Service Team meetings, briefing staff members on weekly tasks and duties.
• Resolve problems that affect the service, efficiency, and productivity of the customer service associates.
• Regularly review and adapt domestic and international shipping policies.
• Liaise with Distribution and Wholesale Manager to maintain service standards provided to Wholesale customers.
• Assist COO with interview process for potential Customer Service Team Members, outlining key skills required for the role.
• Liaise with Head of Growth regarding development of post-sale follow-up ideas and review feedback received from customers to ensure customer satisfaction with purchase of performance of goods and services.

SKILLS & EXPERIENCE

Qualifications:

AQF Associate Degree, Advanced Diploma or Diploma or relevant experience

Experience:

At least 3 years experience in a similar role.

Skills:

• Excellent customer service skills
• Strong managerial and leadership skills
• Conflict management
• Decision making
• Communicate well at all levels verbally and written
• Experienced user of Microsoft Office and Outlook
• Previous experience using Shopify
• Reliable, organised and able to meet deadlines

PERFORMANCE GOALS:

• Ensure all customer enquiries are responded to in a timely manner
• Resolve all customer complaints efficiently and to a high standard
• Communicate professionally at all times with customers, staff members and external parties
• Develop Customer Service team and ensure all staff members receive appropriate training

Job Type: Full-time

Pay: $100,000.00 per year

Schedule:

• Monday to Friday

Work Authorisation:

• Australia (Preferred)

Work Location: In person