Customer Service Manager – Brookvale Location – Brookvale NSW 2100

We exist so that everyone can learn, lead and play. Since 1956 we continue to be Australia’s leading Education supply business providing the very best teaching resources and education supplies in Australia and New Zealand for Teacher, Educators, Schools, childcare/day-care centres and After School Centres. Our experience, world leading products and partnerships, helps us to tailor the right resources to the right learning outcomes. Our passionate team, find and create resources that support educators and inspire and engage students every single day. We’re on a high growth trajectory with a plan to double our size over the coming years. Join us and make a difference.
Modern Teaching Aids are on the hunt for a inspirational, passionate, results driven and customer focused Customer Service Manager to lead our Customer Experience team. This role reports to the Group General Manager Sales & Customer Service

What you will do:

• Participate and contribute to the Business Senior Leadership Team
• Drive Customer satisfaction: working closely with the team to ensure first-class customer service and sales conversion of website visitors into customers
• Setting performance targets and KPIs for the team and ensure that weekly targets are achieved
• Working with the team leaders and the broader team to ensure communication about campaigns, new product launches, website updates and any other issues related to customer service.
• Mentoring Customer Service team and empowering each team member to upsell and use their extensive product knowledge to provide excellent customer service
• Resolving escalated customer complaints and feedback surveys.
• Recruiting and onboarding of all new staff, ensuring all team members are inducted correctly to the team environment and processes.
• Conducting probation reviews, one-on-ones, and performance improvement plans.
• Reviewing statistic’s daily, weekly, and monthly, providing relevant and regular feedback to the Sales and Customer Service General Manager.
• Organising quality assurance checks and feeding providing relevant and regular feedback to the Sales and Customer Service General Manager.
• Work with various parts of the business (sales, finance, operations, marketing & IT) to provide required information to customers effectively.
• Be responsible for resolving the more complex issues for the team.
• Be a leader and a support to the team, so you can work together to be customer centric and collaborative.
• Working closely with the IT Team as part of a Customer Service Transformation project to build a customer service function that scales with business growth & delivers a frictionless customer experience.

About you
You will have:

• Prior experience in a similar role with a passion for Customer Service
• Ability to manage and create a great team environment and adapt quickly to a changing environment
• Exceptional written communication skills: with the ability to provide clear and concise information
• Excellent time management skills and the ability to multitask
• Experience with Salesforce would be an advantage
• Be a natural leader and show initiative with the ability to be a mentor
• Ready to take control, be pro-active and get engrossed in the work and delegate as required
• Enjoy a fast-paced team environment
• You have a high attention to detail with excellent problem-solving skills
• Ability to work with other key stake holders in sales, finance, operations, marketing & IT
• Experience implementing new systems & process
• Excellent multi-tasking skills and work well under pressure.

What’s in it for you?

• Great remuneration package and incentives
• Great support from an existing dedicated team
• Career Opportunities to further grow
• Fantastic, dedicated & collaborative team
• Loads of variety & responsibility
• Job security and stability is assured in these challenging times

How to apply: CLICK Apply today if you want to be part of an amazing team!