Position: Customer Service Manager Position Type : Full-Time Salary: $73,000 to $78,000 plus superannuation per annum Location: Yarraville VIC 3013 Our client is seeking an experienced Customer Service Manager to join their team located in Yarraville, Victoria. Responsibilities and Duties: Leading and motivating staff to ensure they're delivering the best customer service possible and ensuring that the needs of their customers are being satisfied. Create engaged customers and staff and facilitating communication. Developing, implementing and improving company's customer service procedures and policies. Dealing with complaints and feedback from clients and providing help and advice to employees. Taking ownership of customer issues and following problems through to resolution. Communicating courteously with customers by telephone, email, letter and face to face. Producing and record-keeping written information for customers, often involving use of computer packages/software; Writing reports analysing the customer service that our organisation provides. Keeping accurate records of discussions or correspondence with customers; Taking customer feedback and analysing statistics or other data to determine the level of customer service and organisation Providing training to team members and assisting with staff recruitment and appraisals; Developing feedback or complaints procedures for customers. Arranging meeting with other unit managers and staff members to discuss possible improvements to customer service. Improving customer service procedures; policies and standards for our organisation by conducting meetings, surveys and through feedback. Coordinate and manage customer service projects and initiatives. Evaluating staff performance in relation to quality of customer service and identifying and address staff training and co aching needs. Requirements: Associate Degree, Advanced Diploma or Diploma in relevant field Minimum five (5) years of work experience in Customer Service Management.