FAST FACILITIES SERVICES. LTD PTY is a leading provider of professional cleaning and facility services across Australia. We pride ourselves on delivering exceptional service to our clients while maintaining the highest standards of compliance and operational excellence. As we continue to grow, we're seeking a detail-oriented Customer Service Manager to join our dynamic team.
About the Role:
We are looking for an experienced Customer Service Manager for an immediate start. This position is a full-time ongoing position, working 38 hours per week based in Sydney, NSW.
The Customer Service Manager will be responsible the customer service team and work collaboratively with the commercial and operations teams to achieve our common goal of enhanced customer experience for the company’s clientele. You will report directly to the company managing director and CEO.
Key Responsibilities:
- Collaborate with the Workflow & Acquisitions coordinator to identify and monitor the key delivery outcomes for each project, ensuring a focus on delivery to the customers satisfaction.
- Develop and maintain ISO 9001 Quality compliant, client service policies, Key performance indicators and standardised operational procedures (SOP) to maximise our clients experience with our organisation on all occasions.
- Set efficiency targets and monitor efficacy of the customer service team, including the provision of monthly reports to executive management regarding incoming call volumes, solution times and customer satisfaction levels.
- Selection and training of inbound call operators including appropriate direction and feedback to associated customer facing engineering and technical staff to foster elevated levels of customer satisfaction and positive brand experience.
- Develop and implement new customer service protocols including training and development of all service staff to achieve personal KPI’s set by the organisation.
- Develop and implement post project client satisfaction interviews to determine the organisations performance and identify key areas of success and improvement.
- Work with all management and client facing personnel to foster superior levels of client communication and response times on all customer interactions and requests
Qualification/Work Experience
- Full drive licence essential
- Diploma level of qualifications or higher
- At least 2 years of experience in a customer in a customer service or operations management within cleaning role
- High level of customer service and management skills
Job Type: Full-time
Pay: $70,000.00 – $90,000.00 per year
Benefits:
- Company car
- Salary packaging
Schedule:
- Fixed shift
- Monday to Friday
Application Question(s):
- Do you have a Full NSW recognised Driver's License?
Experience:
- Cleaning, Customer Service or Operations Management: 2 years (Preferred)
Work Authorisation:
- Australia (Required)
Work Location: In person
