wajob Customer Service Manager

2 Nov 2016

  • Location: Perth Eastern Suburbs
  • Salary: $55,000 – $59,999
  • Work type: Full Time
  • Classification: Call Centre & Customer Service Management & Support

Customer Service Manager

UCMAS AUNZ Pty. Ltd. – More jobs by this advertiser

UCMAS is a child development program that boosts brainpower through Mental Maths and Abacus in children aged 4-13. We believe the UCMAS program extends the child Beyond Maths. Along with strengthening Maths skills, the UCMAS approach promotes whole brain development and establishes foundational building blocks like memory, concentration, creativity and problem solving. These critical 21st Century skills inspire every child with greater confidence and success in all subject areas, competitive exams and day to day activities.

Our exciting classes and passionate instructors ensure that our students have fun as they learn. Since 1993, UCMAS has helped over one million children around the world Discover the Genius Within. UCMAS is now being introduced to Australia for the first time.

UCMAS AUNZ Pty. Ltd. Is the Master Franchisor for Australia and NewZealand and currently expanding rapidly and require dynamic Customer Service Manager to be part of this fantastic team based in Perth.

The Role:
Establishing and maintaining excellent working relationships with our customers

  • Effectively communicate customer specifications to the relevant teams, ensuring these requirements are clearly interpreted and understood
  • Responding quickly and appropriately to any change required in the department, function as dictated by the needs of the business and its customers
  • Represent the company at internal and external functions, ensuring that the company and its products and services are presented in a strong and positive light * Working closely with parents and tutors to address any significant issues
  • Working closely with the National Manager regarding performance and directions
  • Participating in and ensuring that audits and quality controls are conducted on a regular basis
  • Contributing as requested to the Unit Managers daily, weekly, and monthly reports
  • Attending weekly department meetings to discuss operational challenges and future plans
  • Providing feedback to the Unit Manager regarding customer feedback, new developments and any other relevant or important matters * Providing expert advice to customers in all facets of customer service * Responding to customer communication within 48 hours of receipt
  • Improving customer service quality results by evaluating and re-designing process and implementing change
  • Establishing communication service standards and implement company productivity, quality and customer service standards
  • Pro-actively address performance issues by identifying areas of non-performance as well as root cause, and provide support to prevent future occurrences, including any training required to individuals
  • Contributing towards effective cost management through education and training * Promoting customer service standards in the workplace

Success factors:

  • Certificate IV in Customer Contact or similar
  • Business and Administration Degree desirable
  • Extensive experience in managing customer service/care teams (inbound, inside sales, technical)
  • Demonstrable emphasis on exceeding customer expectations and process/performance excellence * Ability to align/re-align service teams to changing business drivers

To take advantage of this opportunity, click on the ‘Apply’ button and for further information, email