Customer Service Manager

GVRC on Behalf of SSS Tyres & Wheels

Position: Customer Service Manager
Salary: $108,000 plus 11.5% superannuation
Hours: 44 hours
Mode: Full-Time
Location: 102-108 Williams Road Dandenong South VIC 3175
Experience required: Minimum 2 years’ experience in relevant roles

Join Our Team at SSS Tyres & Wheels!
Are you a passionate and experienced Customer Service Manager looking to take the lead in delivering exceptional customer experiences? Do you have a talent for managing teams, developing customer-focused strategies, and driving operational excellence? If so, we want to hear from you!

About Us:
SSS Tyres & Wheels is a trusted name in the tyre and wheel industry, known for our commitment to quality products and exceptional customer service. We are currently seeking a dynamic and motivated Customer Service Manager to lead our customer service team and contribute to our ongoing success.

Responsibilities included but not limited to:
• Develop and review customer service policies, programs, and procedures to align with business objectives and enhance service quality.
• Ensure operational efficiency within the call centre and other customer service channels by monitoring performance metrics and implementing process improvements.
• Provide direction, support, and constructive feedback to the customer service team to maintain high levels of engagement and performance.
• Participate in the recruitment, training, and professional development of staff to build a capable and customer-focused team.
• Manage, motivate, and mentor team members, fostering a positive and customer-oriented culture.
• Plan and implement after-sales services, including customer follow-ups and satisfaction surveys, to ensure the quality and performance of goods purchased.
• Liaise with internal departments, service agents, and customers to identify customer expectations, address concerns, and improve service offerings.
• Respond promptly and effectively to escalated issues, providing solutions that balance customer needs with business objectives.
• Monitor and report on key performance indicators (KPIs) related to customer service, identifying areas for continuous improvement.
• Work closely with other organisational units to integrate customer feedback into product and service development processes.
• Plan and execute strategies to optimize call centre operations, ensuring prompt resolution of customer queries and enhancing overall satisfaction.
• Develop and implement strategies to improve the customer experience across all touchpoints, ensuring consistent service delivery.
• Plan and coordinate initiatives to understand and respond to changing customer needs, contributing to service excellence and retention.

Qualifications
• Tertiary qualifications required

Other Requirement & Skills:
• Proven experience in customer service management, preferably within a wholesale or retail environment at least 2 years.
• Strong leadership and team management abilities with a track record of driving performance and customer satisfaction.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work collaboratively across departments and adapt to changing business needs.
• Experience with COSTAR software is highly preferable.