Job Description

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Customer Service Manager

Advertiser: Superloop3.8 out of 53.8 overall rating (9 employee reviews) More jobs from this company

Job Information

Job Listing Date
3 Dec 2019
Location
Adelaide
Salary
Competitive salary
Work Type
Full Time
Classification
Call Centre & Customer Service, Management & Support
Customer Service Manager

Our Customer Service Manager will ensure high-quality service is provided to Home Broadband customers. The Customer Service Manager is the key enabler of open team communication, effective ways of working, engagement, and development for our customer service team to deliver exceptional engagements and interactions with our customers.

What will you do?

  • In conjunction with team leaders, manage the operations and performance of the customer service team;
  • Implement strategies to drive and improve the engagement of the contact centre team;
  • Implement and review processes and procedures, and identify opportunities for continuous improvement;
  • Develop, coach and build the capability of the customer service team, including working with the team leaders to manage and execute inductions and onboarding for new starters, enabling a positive, engaged and effective team culture.
  • Respond to and resolve customer service queries in a timely manner, creating a positive customer engagement;
  • Manage and resolve escalations and complaints, including technical & maintenance requests;
  • Design and implement KPI’s for the contact centre to enable weekly and monthly productivity reporting;
  • Work with team leaders to develop operational procedures to ensure a concise message is being delivered to staff members that comply with regulations and company policies; 
  • Manage rosters to ensure that resourcing levels are sufficient to manage volume. 
  • Work collaboratively with other teams to ensure timely and successful delivery of solutions and resolution of incidents;
  • Triage new incidents and service requests as they are received, prioritise and act appropriately to ensure that critical issues are addressed in a timely manner;
  • Manage escalations to Level 2 and 3 engineers, providing information with each escalation to ensure that customer service is maintained at a high standard.
  • Work with team leaders to put in establish and oversee adherence to designated KPIs.
  • Work with team leaders and other stakeholders to ensure that customer service representatives are meeting their KPI’s.

Who do we want to apply?

The successful applicant will have:

  • Minimum of five years’ experience in customer service management in a customer service environment;
  • Experience managing and planning contact centre resourcing and operations;
  • Ability to analyse and present data to internal stakeholders;
  • Experience with training, coaching, and mentoring customer service representatives and team leaders;
  • Adept in using and understanding new technology;
  • Ability to build and maintain both strong internal relationships; and professional relationships with clients
  • Strong written and verbal communication skills;
  • A proactive approach to achieving successful results;
  • Efficient time management and organisational skills;
  • High attention to detail;
  • Adaptable and influential in positive workplace culture.

What can we do for you?

As we grow and evolve, we want you to as well. We are progressive - we understand that it’s a two way street - if you are committed to growing our organisation, we will provide you a fun and flexible working environment to come to every day. 

We pride ourselves on creating a fun, casual and relaxed environment. Ditch the corporate attire if you want to - embrace it if that is your thing. Just make sure you are comfortable when you come to work.  

In addition to annual and sick leave, we will give you the opportunity to spend some paid time away from work doing something meaningful with five personal development days per year. You can even use these to help out in the school tuckshop or a meaningful charity if you would like to. We recognise that maintaining physical health is important, so we provide subsidised gym memberships. We believe that we have the best connectivity product on the market, and we provide our employees competitive offers to use our NBN connectivity at home.

You have an opportunity to be part of the innovation and continual improvement of our products and services.  What are you waiting for?  

About Superloop 

Superloop is a leading provider of connectivity and managed services operating across Australia, Singapore, Hong Kong and the Pacific Islands. We build, own, operate and deliver end-to-end connectivity solutions such as fibre and fixed wireless, and and we provide high performing cloud managed services that empowers enterprises and global telecommunications carriers to capitalise on emerging technologies and gain a competitive advantage.

We are passionate about growing our business, simplification, customer experience, empowerment and strong execution. We are proud about being a publicly listed business (you can find us on the ASX as SLC). We are always on the hunt for the best people to join us to help make this the best place to work.

Our Customer Service Manager will ensure high-quality service is provided to Home Broadband customers. The Customer Service Manager is the key enabler of open team communication, effective ways of working, engagement, and development for our customer service team to deliver exceptional engagements and interactions with our customers.

What will you do?

  • In conjunction with team leaders, manage the operations and performance of the customer service team;
  • Implement strategies to drive and improve the engagement of the contact centre team;
  • Implement and review processes and procedures, and identify opportunities for continuous improvement;
  • Develop, coach and build the capability of the customer service team, including working with the team leaders to manage and execute inductions and onboarding for new starters, enabling a positive, engaged and effective team culture.
  • Respond to and resolve customer service queries in a timely manner, creating a positive customer engagement;
  • Manage and resolve escalations and complaints, including technical & maintenance requests;
  • Design and implement KPI’s for the contact centre to enable weekly and monthly productivity reporting;
  • Work with team leaders to develop operational procedures to ensure a concise message is being delivered to staff members that comply with regulations and company policies; 
  • Manage rosters to ensure that resourcing levels are sufficient to manage volume. 
  • Work collaboratively with other teams to ensure timely and successful delivery of solutions and resolution of incidents;
  • Triage new incidents and service requests as they are received, prioritise and act appropriately to ensure that critical issues are addressed in a timely manner;
  • Manage escalations to Level 2 and 3 engineers, providing information with each escalation to ensure that customer service is maintained at a high standard.
  • Work with team leaders to put in establish and oversee adherence to designated KPIs.
  • Work with team leaders and other stakeholders to ensure that customer service representatives are meeting their KPI’s.

Who do we want to apply?

The successful applicant will have:

  • Minimum of five years’ experience in customer service management in a customer service environment;
  • Experience managing and planning contact centre resourcing and operations;
  • Ability to analyse and present data to internal stakeholders;
  • Experience with training, coaching, and mentoring customer service representatives and team leaders;
  • Adept in using and understanding new technology;
  • Ability to build and maintain both strong internal relationships; and professional relationships with clients
  • Strong written and verbal communication skills;
  • A proactive approach to achieving successful results;
  • Efficient time management and organisational skills;
  • High attention to detail;
  • Adaptable and influential in positive workplace culture.

What can we do for you?

As we grow and evolve, we want you to as well. We are progressive - we understand that it’s a two way street - if you are committed to growing our organisation, we will provide you a fun and flexible working environment to come to every day. 

We pride ourselves on creating a fun, casual and relaxed environment. Ditch the corporate attire if you want to - embrace it if that is your thing. Just make sure you are comfortable when you come to work.  

In addition to annual and sick leave, we will give you the opportunity to spend some paid time away from work doing something meaningful with five personal development days per year. You can even use these to help out in the school tuckshop or a meaningful charity if you would like to. We recognise that maintaining physical health is important, so we provide subsidised gym memberships. We believe that we have the best connectivity product on the market, and we provide our employees competitive offers to use our NBN connectivity at home.

You have an opportunity to be part of the innovation and continual improvement of our products and services.  What are you waiting for?  

About Superloop 

Superloop is a leading provider of connectivity and managed services operating across Australia, Singapore, Hong Kong and the Pacific Islands. We build, own, operate and deliver end-to-end connectivity solutions such as fibre and fixed wireless, and and we provide high performing cloud managed services that empowers enterprises and global telecommunications carriers to capitalise on emerging technologies and gain a competitive advantage.

We are passionate about growing our business, simplification, customer experience, empowerment and strong execution. We are proud about being a publicly listed business (you can find us on the ASX as SLC). We are always on the hunt for the best people to join us to help make this the best place to work.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a centre manager?
  • How many years of people management experience do you have?
  • What's your expected annual base salary?

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