The Client EWE Group Pty Ltd is an international Australian owned company with a diverse service offering in multi-modal logistics. They have several branch offices in Australia and overseas. They are now seeking an experienced Customer Service Manager to join their team in Chullora in NSW. The Role The main objective of this position at EWE is to manage customer service standards and the service policies and procedures with the goal of increasing customer satisfaction, client acquisition and retention. The position is for a full time role with an annual salary $90,000 plus superannuation. The Responsibilities Some tasks may include Managing, strengthening and reviewing the level of relationship between EWE and its clients and other stakeholders involved in the delivery of services to our customers. Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided Providing before and after-sales support to customers by managing complaints and feedback Making decision on conflict-resolutions including internal changes to policies and procedures, staff training, service delivery standards and complaint escalations Managing requests for refund or other forms of compensations and providing strategic direction to staff members Developing and managing the organisation's customer service policies, procedures and problem-solving guidelines Providing training to staff members in relation to the delivery of high level of services whilst building positive customer relationships Developing, implementing and managing after-sales services to follow up customer satisfaction, ensure performance of service delivery, and modify and improve services provided as required to increase satisfaction level Assessing customer retention levels and recommending improvements where required Constantly assessing company's structure and software fitness to the complexity and size of the business while recommending and assisting with the implementation of more appropriate solutions Liaising with other Managers and Departments to identify and respond to customer expectations, and to collaborate towards the delivery of a higher-level customer services and to ensure customer service excellence across all areas Developing and maintaining collaborative relationships with internal teams and external stakeholders The Requirements: Diploma or higher qualification in a relevant field At least 3 years of experience in customer service management At least 3 years of experience in a similar role in a professional commercial setting At least 3 years of experience in managing and leading customer service team, including hiring, training, and performance evaluation Ability to manage a customer related staff within a complex structure Excellent communication skills both in writing and speaking Proven leadership and mentoring skills Proven decision-making skills