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Customer Service Manager

Exciting opportunity to lead & elevate the customer experience across global operations.

Your new company

Hays is proud to be partnering with a global leader in smart technology solutions, renowned for delivering innovative customer-centric services across the globe. This organisation is expanding its footprint and is seeking a dynamic Customer Service Manager to lead and elevate the customer experience across its global operations.

Your new role

As the Customer Service Manager, you will report directly to the General Manager. This role is pivotal in driving customer satisfaction, operational efficiency, and team performance across multiple countries. Key responsibilities include:
  • Monitoring site performance and working with sales teams to optimise service-to-revenue ratios.
  • Managing regional inventory and ensuring availability of critical components.
  • Ensuring efficient staff rosters are developed and maintained to meet operational demands.
  • Ensuring preventative maintenance schedules are developed and executed, including collaborating with technical support teams.
  • Managing operational budgets, including overseeing staff reimbursements and cash handling procedures.
  • Driving customer engagement initiatives and upselling opportunities at service points.
  • Producing detailed monthly reports on operational performance and customer satisfaction.
  • Leading the end-to-end customer on-boarding of key new clients to ensure the selected system arrives as expected and is installed and ready for customer handover and use.
  • Conducting regular meetings with key client's operational management team to ensure alignment and proactive issue resolution.

What you'll need to succeed

To be successful in this role, you’ll be a confident communicator, with an approachable character, cheerful outlook, and a passion for leading great customer service outcomes. You’ll work best when you can use your initiative to determine action priorities and plan your team’s workload and deliverables. You’ll also possess the following.
  • Demonstrated capacity leading and implementing system improvements.
  • Leadership and team management experience gained from leading an exceptional customer service team.
  • Sales outcome focussed with the ability to identify and contribute to value-added services.
  • Strong attention to detail and problem-solving ability.
  • Experience managing rosters, inventory, and customer-facing teams across multiple regions.
  • Flexibility to travel and work non-standard hours when required
  • Financial acumen: ability to understand financial reports, key performance data and ROI calculations to optimise financial returns

What you'll get in return

  • A leadership role with global impact and visibility.
  • Opportunity to shape customer experience strategy in a growing business.
  • Collaborative and innovative work culture.
  • Competitive remuneration and career development opportunities.

What you need to do now

If you're passionate about delivering exceptional customer experiences and ready to take the next step in your career, we want to hear from you. Apply now or contact Emily Nuttal via 6108 5556 or emily.nuttall@hays.co.au for a confidential discussion.


LHS 297508

Summary

Job Type
Permanent
Industry
Technology & Internet Services
Location
TAS - Hobart
Specialism
Office Support
Ref:
2937314

Talk to a consultant

Talk to Emily Nuttall, the specialist consultant managing this position, located in Hobart
Level 12 NAB House, 27 Elizabeth St

Telephone: 61085556

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