The Client Peter Sheppard Footwear Melbourne is one of Australia's leading footwear specialists and houses an extensive range of European made shoes. They seek an experienced Customer Service Manager to oversee customer service management and execution across multiple stores across major cities in Australia. The Role This is for a full-time role with an annual salary at $70,000 plus superannuation and will be based in their Melbourne head office. Responsibilities Develop and implement customer service policies, procedures, and standards in alignment with company goals. Collaborate with other departments to ensure a seamless customer experience across all touchpoints Ensuring operational efficiency, optimizing resources and workflows to enhance customer service experiences Overseeing customer service enquiries from various channels Hiring, training, and managing new employees and provide feedback to team members Managing escalated customer enquiries and ensuring high customer satisfaction Providing direction and feedback to team members, fostering a supportive and productive environment that encourages professional growth Assisting with the recruitment of customer service staff, and ensuring candidates align with the company's values and service standards Managing, motivating, and developing staff providing customer services to maintain high levels of satisfaction and efficiency Implement quality assurance measures to maintain high standards of service delivery, including monitoring customer interactions, conducting performance evaluations, and implementing training programs Utilize data analytics tools to track key performance metrics, identify trends, and generate insights to inform decision-making and improve customer support strategies Collaborate with sales, marketing, operations, and technical teams to address customer needs, communicate product updates, and ensure a seamless customer experience across all touchpoints Gather customer feedback, analyse satisfaction levels, and proactively address concerns to drive continuous improvement and enhance customer loyalty Ensure compliance with industry regulations, company policies, and quality standards in all customer support activities Maintain accurate records of customer interactions, inquiries, resolutions, and feedback to facilitate knowledge sharing and improve future support processes Requirements Bachelor's Degree or higher in Business Administration, Marketing, Communications, or a related field Minimum of 2 years of relevant experience in customer service management Minimum of 2 years of experience in customer service management overseeing multiple retail outlet setting Must have at least 2 years of experience in managing and leading multiple customer service teams, including hiring, training, and performance evaluation Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders Analytical mindset with the ability to leverage data insights to drive process improvements and enhance the customer experience Commitment to providing outstanding customer service and maintaining high standards of professionalism. Excellent verbal and written communication skills, with the ability to interact effectively Strong analytical and problem-solving skills, with the capability to think strategically and provide innovative solutions to complex customer service challenges.