Customer Service Manager - Sydney
Company: Shri Ambika Group Pty Ltd
Location: 28 Hamersley Dr Clyde, North, Victoria 3978.
Job Type: Full-time
Salary: AUD 79,040 + Superannuation
About Shri Ambika Group: Shri Ambika Group Pty Ltd, trading as EzoneDeal, is a dynamic Australian company dedicated to delivering a wide range of high-quality, affordable products to customers nationwide. Established with a mission to provide excellent service and value, Shri Ambika Group has steadily expanded its offerings across various categories, including home goods, electronics, and personal care.The company prides itself on efficient operations, aiming to dispatch orders within 24 hours and offering free shipping across Australia. With a commitment to customer satisfaction and innovation, Shri Ambika Group continues to enhance its services to meet the evolving needs of its customers.
Job Description: We are looking for a highly motivated and experienced Customer Service Manager to lead our customer service team. This role is crucial in upholding our commitment to customer satisfaction and efficient service. The successful candidate will oversee the daily operations of the customer service department, implement best practices, and work collaboratively with other departments to improve service quality.
Key Responsibilities:Craft and periodically assess customer service policies, programs, and procedures to ensure alignment with customer expectations and the quality standards of product offerings.
Oversee day-to-day sales operations, optimising processes to enhance response times and operational efficiency.
Provide clear direction, constructive feedback, and support to team members, playing a key role in recruiting and onboarding new customer service staff.
Lead, inspire, and develop customer service representatives to deliver exceptional service and maintain high morale within the team.
Design and implement strategies for after-sales support to monitor customer satisfaction, assess product performance, and drive continuous service improvement.
Partner with various teams, service agents, and customers to understand and respond effectively to customer needs and expectations.
Qualification and Experience
Bachelors degree in Business Administration, Management, or a related field. Equivalent work experience may also be considered.At least 2-3 years of experience in a customer service management role, ideally within retail or e-commerce environments.
Proven ability to lead and develop a high-performing customer service team, with a focus on both operational efficiency and customer satisfaction.
Strong leadership and motivational skills, with a track record of effectively managing and inspiring teams.
Excellent communication and interpersonal abilities, with a customer-focused approach to resolving issues and enhancing experiences.
Solid understanding of customer service principles, policies, and procedures, including after-sales support strategies.
Familiarity with CRM, as well as basic proficiency with data analysis and reporting tools.
Excellent problem-solving skills, with a proactive approach to identifying and addressing customer needs.
Strong organisational and multitasking abilities to manage multiple responsibilities in a fast-paced environment.
Ability to collaborate effectively with cross-functional teams to ensure alignment in meeting customer expectations.
Flexibility to adapt to the dynamic needs of a growing company and occasionally assist with hands-on sales operations.
28 Hamersley Dr Clyde, North, Victoria 3978
Candidate might be required to work on public holidays and weekends when required.