CUSTOMER CARE CALL CENTER MANAGER
WHAT IS A/AN CUSTOMER CARE CALL CENTER MANAGER
Our awesome client, a leading/start-up Furniture company based in Australia is looking for a/an Customer Care Call Center Manager to be part of their team.
WHAT WILL BE YOUR MAIN RESPONSIBILITIES
Interpersonal Role
Positive mental attitude and enthusiasm
Remain open and positive in times of change and increases in work volume
Uphold or foster positive team morale when faced with business challenges - Share stories and experiences that enhance the company culture
Positive self-leadership and being a team player
Work cooperatively to problem solve and achieve work requirements, especially when work volumes are high or unexpected challenges arise
Positively influence others as well as remaining open to being influenced yourself (a learning/growth mindset)
Efficiently organise responsibilities for yourself and the team where needed
Seamlessly interact and exchange information with everyone you interact with both inside and outside company
Measures / Evaluation
Line Manager feedback on performance and behaviours and teamwork
Work completed to standard and within established timeframes
Examples of stories shared, written communication
Customer Service & Call Centre
Manage the offshore service Call Centre operations of the company
Lead, own and develop the customer service team through effective coaching.
Provide knowledgeable, courteous and helpful customer service
Ensure customer satisfaction in every transaction
Service Review
Daily Review of the assigned service calls status and make sure that all reviews are completed daily.
Log Service tickets to service call
Supporting and training the service team and making sure the daily KPI are met.
WHAT ARE WE LOOKING FOR
Must have 5 years and + experience on leading a team
Foster a positive workplace culture and create a safe work environment
Behave in a manner that reflects the company's culture
Comply with all directions given and do your best work every day
Treat everyone with respect, especially listening to understand differing points of view and be cooperative
Strive to meet all work requirements and continuous improvement
Be flexible to work until jobs are completed (including overtime where necessary)
Strive to meet deadlines and work quality expectations
Keep colleagues and manager informed of work progress and notify them where deadlines will not be met
Follow through on commitments and confirm when important work tasks are completed
Demonstrate 100% commitment to safety policies and procedures
Be proactive in identifying and resolving workplace risks
Be ethical and follow all company policies and procedures and not abuse workplace rights (e.g.
personal/sick leave)
Immediately report all workplace misconduct and breaches of company policy and procedure to your manager
Be responsive to feedback, especially where improvement is required
Protect the business profits and report irregularities or errors immediately
Willing to work on site in BGC
CUSTOMER CARE CALL CENTER MANAGER