Customer Service Manager
Publication date:
23 September 2024Workload:
100%- Place of work:AU - Melbourne, Australia
Job Summary:
To provide effective and timely customer service, support and processing of orders. The role requires a flexible approach, being comfortable working either as part of a team or independently as required in an office environment. There is a need to adapt quickly to a variety of client environments with the capacity to interact effectively with a range of internal and external stakeholders.
Responsibilities:
Customer Support Activities:
- Assisting customers with enquiries via phone, electronically and face-to-face
- Process and qualify new customer accounts received via web-forms
- Configure SIM’s using Jasper platform for existing customers
- Resolving customer issues and complaints
- Excess usage management
- Manage level 1 support tickets, escalate to level 2 if required
- Sales support, lead generation, analyse customer requirements and provide solutions
- Manage expired trial SIM’s and Developer Kits
Quality:
- Participate in internal and external audit of the Quality Management System
- Conform to quality procedures and complete quality records as required
- Participate in internal and external audit of the Quality Management System
- Conform to quality procedures and complete quality records as required.
Minimum Qualifications:
- Previous experience in customer service with use of CRM systems or equivalent
- Highly developed communication skills
- Collaborative style
- Service focused
- Attention to detail
- Relationship building
- Time management
- Understanding of the Quality Management System requirements as documented in the policy manual and procedures
- Good written/verbal communication skills
- Good basic math such as ratio’s and percentages
- Good basic computer literacy skills
- High level organisation skills
- Ability to plan and problem solve
- Microsoft Office: Word, Excel, PowerPoint or equivalents
- Internet browsers
Desired Qualifications:
Tertiary qualifications - desired
The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.