Customer Service Manager, Personality. Alexandria, Sydney NSW. Management & Support (Call Centre & Customer Service). Full time. Add expected salary to your profile for insights. PERSOLKELLY are in partnership with our client based in Alexandria, who are an innovative homewares wholesaler, specialising in all homewares and décor. Due to expansion, the team is now looking for an experienced customer service manager to report directly to the director and be a vital addition to their clients, customers, and project teams.

About the role: The Customer Service Manager role is primarily responsible for contributing to the continuous improvement of staff capability and improvement of the customer experience.

Key Responsibilities: Provide coaching to team members to ensure the team provides a consistently high standard of customers and stakeholders. Conduct regular side-by-side call & order management observation. Subject matter expert, & compliance, to the business policies and procedures

Utilize knowledge to monitor, coach and continuously improve team performance. Subject matter expert and multi-skilled across all B2B customer service segments & channels. Utilize knowledge to monitor, coach and continuously improve team performance. Support the team in the management of daily workloads as necessary.

Qualify, understand, and expedite customer and stakeholder needs. Ownership to resolution of complex customer scenarios. Role model for service excellence, customer advocacy standards. Maintain team rosters to assure consistent delivery of service levels. Consistently review processes, identify improvement opportunities, and propose improvement initiatives.

Skills/Experience: A minimum of 2 years' experience managing customer service teams, preferably within the homewares or retail industry. Excellent communication and interpersonal skills, with the ability to build strong relationships with both customers and colleagues. Strong problem-solving abilities with the capacity to handle challenging customer interactions with professionalism and empathy. Proven ability to coach, mentor, and motivate a team to achieve high standards of performance. A passion for homewares products and a genuine interest in enhancing the customer experience. Strong organizational skills and the ability to manage multiple priorities.

Essential Requirements: Must have Driver's license and vehicle. Located within a 30-minute drive from Alexandria, NSW. Available to work 5 days a week (Monday to Friday) on site.

Please note that due to the high volume of applicants, only shortlisted candidates will be contacted.

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

If you would like a confidential chat please reach out to Kylie Williamson: 0400854228