Customer Service Manager

xpatjobs       |    Location:2000 , New South Wales       |    Country:Australia

Customer Service Manager Advertised via Business Nest 3. SALARY $81,600 per annum excl superannuation 4. DUTIES AND RESPONSIBILITIES Develop standard operating procedures and policies in relation to handling customer relations and maintaining service quality. Work cross-functionally with various supporting teams (such as Quality Assurance, Training, and Site Analytics) to ensure your teams are delivering exceptional customer experiences and meeting service level requirements. Collaborate with other internal and customer-facing staff to identify and develop processes that meet customer expectations. Be a passionate advocate for all riders and driver partners Involvement and input in the recruitment of front-line employees Implement and train staff members in the latest customer service processes. Develop and maintain customer feedback channels and data. Listen attentively to the voice of our customersand provide feedback to the rest of the company. Dive deep into the performance numbers, perform gap analysis and take data--driven actions to increase the quality and the reactivity of our Community Service. Ensure collaboration with our engineering, operation and product management teams to improve internal tools, product user experience. 5. QUALIFICATION EXPERIENCE Qualifications: Minimum Bachelor degree Skills and Experience Industry experience in mobile-app based ride-sharing/delivery/technology companies will be highly regarded Ability to speak more than one language will be highly regarded Able to quickly establish interpersonal relationships and communicate well with customers, colleagues, and a variety of stakeholders Ability to make quick and considered decisions in a high stress, fast moving environment Attention to detail