With over a century of experience, we are the industry leader in school uniforms. Our success and reputation are built on putting the customer first and consistently going the extra mile to provide high-quality uniforms at competitive prices. We take pride in thinking creatively and embracing innovation to find new ways of meeting the ever-evolving needs of the schools we serve.
The Role
As Customer Service Manager, you will be a strong leader for a team of 4. Main responsibilities include:
Lead and manage the customer service team, ensuring high-quality service through effective resolution of customer inquiries and feedback.
Assisting the team with inbound and outbound customer service calls, emails & webchat when needed.
Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs) by monitoring team performance and taking proactive measures to address any deviations.
Conduct regular performance evaluations, providing constructive feedback and identifying areas for improvement or development.
Location: Wetherill Park, 2164 (on-site parking available)
Hours: 8am-4:30pm
Salary: $70,000-$85,000 + super
Experience
Ability to assess individual and team performance, identify skills gaps, and develop a training strategy to improve performance.
Experience managing a team in a call centre environment - management of offshore customer service agents advantageous.
Proven experience in leading, motivating, and developing a professional team, with a focus on modelling behaviours that improve performance.
Demonstrated commitment to continuous improvement, with the ability to enhance procedures, processes, and initiate new initiatives to drive efficiency and effectiveness.
