Customer Service Manager

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Andi-Co Australia is a family-owned distributor of premium European and US appliances for household and commercial applications across Australia, since 1982.

We proudly supply Australia with Falcon and AGA range cookers from the UK, custom-made La Cornue range cookers from France, and Liebherr refrigeration appliances from Germany, with new US and European brands being launched shortly. Our commitment to providing exceptional products is matched only by our dedication to delivering outstanding service to our customers.

About the role : We are seeking an experienced Customer Service Manager to join our dynamic team at Andi-Co Australia in our Oakleigh office. This is a parental leave replacement contract role (9-12 months), offering an exciting opportunity to manage escalations and lead and implement new processes for our customer service operations.

In this pivotal position, you will be responsible for decision making, driving exceptional customer experiences, managing a team of customer service professionals, and designing and executing measurable strategies to enhance our service delivery.

What you'll be doing :

• Oversee the day-to-day operations of the customer service team, ensuring efficient and effective service delivery
• Manage and resolve escalated issues as and when they occur
• Develop and innovate new customer service processes to craft a flawless experience that resonates with our elite clientele and drives a culture of continuous improvement
• Define and implement tactics to continually measure internal performance and close performance gaps against clearly defined KPI's
• Lead the development of new performance standards. Define and execute a plan to elevate the team to achieve new standards and cultivate a proactive approach to resolving gaps in performance
• Analyse customer feedback and data to identify areas for improvement and implement solutions to enhance the customer experience
• Work collaboratively to process map key functions in line with the macro business objectives.
• Manage, coach, and develop a team of customer service representatives, providing guidance and support to ensure high performance
• Collaborate with cross-functional teams to identify metrics and processes that improve the management of the business's overall warranty function. This includes management of external stakeholders
• Ensure compliance with relevant regulations and industry standards
• Contribute to the overall strategic direction of the customer service function

What we're looking for :

What we offer : At Andi-Co Australia, we are committed to providing a supportive and nurturing work environment. As a member of our team, you can expect :

If you are passionate about delivering exceptional customer experiences and are ready to make a meaningful impact, we encourage you to apply for this exciting opportunity by submitting your resume AND a covering letter.

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Your application will include the following questions :

Which of the following statements best describes your right to work in AustraliaHow many years experience managing a call centre / customer service function do you have?Do you have experience using Pronto ERP and / or Zendesk?What's your expected annual base salary?When are you available to start?What can I earn as a Customer Service Manager

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