Customer Service Manager

Founded in February 1992, Sentrian has grown from a strong local presence to a recognised Technology Services Provider, combining strength in Microsoft technology with our own private cloud infrastructure, with data centres in Brisbane, Sydney and Melbourne. Our mission is to help create happy and productive workplaces, with IT that just works.

We are looking for a Customer Service Manager to join the team! This is a full-time ongoing position, working 40 hours per week based in Milton, QLD.

• Main tasks
• Responsible for developing customer service policies.
• Plan and manage after-sales support to customers, managing complaint handling, refund requests and other feedback.
• Report on performance and metrics, analysing statistics and compiling reports.
• Manage customer onboarding processes and procedures for continuous improvement of customer service procedures and policies.
• Manage onboarding staff and contractor workload.
• Training other staff members about high level service delivery and build positive customer relationships.
• Managing customer accounts.
• Communicate / Connect with internal teams and other organisational units, to discuss issue resolution and to ensure customer service excellence across all areas.
• Required / Relevant Qualifications & Work Experience
• Relevant Diploma and a minimum of 2 years' work experience; OR
• 3 years' experience in case of no formal / relevant qualification
• Required / Relevant Skills & Knowledge
• Working knowledge of customer service software and tools
• Excellent communication and organizational skills
• Thorough knowledge of the product we offer
• High level familiarity with ChargeBee, OfficeMaps, Figma, Jira & Confluence
• Working familiarity with Webflow and ActiveCampaign
• We acknowledge and appreciate the values of equal employment opportunity and cultural diversity within the workplace. However, Australian citizens and permanent residents will be afforded priority in the selection process_.

Annual salary will be between $70,000.00 to $80,000.00 (plus superannuation) depending on level of experience.

• Job Types
• Full-time, Permanent

Schedule :

• 8 hour shift

Ability to commute / relocate :

• Milton, QLD 4064 : Reliably commute or planning to relocate before starting work (required)
• Experience
• Customer service : 2 years (required)

Work Authorisation :

• Australia (required)

Work Location : In person