Customer Service Manager (Remote)

Customer Service Manager | Sales Mate | Worldwide

About Us: Sales Mate is a sales, marketing and BPO specialist. We bring a wealth of knowledge and experience with more than 20 years of outsourced experience across an extensive range of industries and have partnered with some of the biggest names in Australia.

What guides us and defines the Sales Mate brand is simple. We love the products we represent. As part of the Sales Mate family, we always have your back. We value quality relationships and interactions with our people, our partners, and their customers.

The Opportunity: Our call centre is looking for a Customer Service Manager to lead our team of call centre agents. We are seeking an individual with Team Leader experience, is a customer service superstar and has extensive knowledge of the energy industry, to become part of our team.

The role: This will be a Full Time inbound & outbound role, you will be responsible for managing our Call Centre Team that proactively acquire customers for a range of clients. The role is to primarily customer service based, where we sell our suite of products to customers via inbound/outbound call centre activity, whilst ensuring all customer interactions are a positive experience.

Flexibility and confidence will be required in your day-to-day role, as additional clients and products may be added to our outbound tele sales suite of products.

Principle Responsibilities:

• To regularly encourage, motivate and lead our call centre team
• Monitor individual performance, and provide regular coaching/development training of call centre agents
• Review and enhance existing systems and processes to provide an exceptional customer experience
• Manage the after-sale process, ensuring customer satisfaction is a priority and modify processes where required
• Find resolutions for various customer situations and document all incidents, complaints, actions, and resolutions within our internal database
• Liaise with clients regarding customer dissatisfaction and provide feedback regarding improvement in services
• Adhere to Sales Mate’s capability and compliance best practice framework
• Compile and analyse performance data and report to relevant touchpoints within Sales Mate.

About You:

• High level of human relations skills
• Highly developed negotiation skills
• High level of personal commitment, enthusiasm and energy
• Technically proficient with access to a computer and the ability to work from home with a suitable home office setup
• Availability Monday to Friday, between 10.30am to 7.00pm and Saturday’s between 11am to 5pm
• Self-motivated

What we can offer:

• Hourly rate + Short term incentives + Superannuation
• A flexible work arrangement – working from home
• Cloud technology solutions that bolt onto your home office setup

Job Type: Full-time

Pay: $73,309.00 per year

Benefits:

• Work from home

Schedule:

• Afternoon shift
• Day shift
• Weekend availability

Work Authorisation:

• Australia (Required)

Work Location: Remote

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home