Customer Care Manager | Jobs at EMPLOYEE MATTERS

_{26th November, 2024}

Who are ActronAir:

ActronAir is a proud Australian company that has been designing and building world-class air-conditioning technology since 1984. At ActronAir, we are in our element pushing the possibilities of efficiency, performance and reliability to improve your comfort for a lifestyle you enjoy.

We take what we do seriously, but not ourselves. We value our people and believe they impact us just as much as we impact them. That’s why we are passionate about not only what we do, but how we do it.

About the role:

The Customer Care Manager is responsible for leading and managing the Customer Care team to deliver exceptional customer experiences. This role involves developing and implementing customer service policies, procedures, and standards to ensure consistent and efficient support for customers.
The Customer Care Manager plays a key role in resolving escalated customer issues, analysing metrics, and identifying areas for improvement to enhance customer satisfaction and loyalty.
Strong leadership, communication, and problem-solving skills are essential for success in this role, as is a customer-centric mindset that prioritises creating positive interactions and building lasting relationships with customers.

Some of the key responsibilities include:

Achieve the Customer Care KPI’s and ensure the customer experience is delivered
Lead the NSW team as a hands-on leader - Lead by example, solve problems quickly, always thinking about the impact on the customer
Drive continuous improvement within the team identifying process inefficiencies, regularly reviewing workflows to identify and address bottlenecks
Seek customer feedback, analyse insights and implement corrective actions benchmarking against best practice
Achieve consistent standards across all branches
Work with Operations to ensure the right communication gets to the customer
Represent the customer, set the standard of customer experience you want delivered and work directly with the NSW team to achieve it

What you will need to be successful in this role:

5 + years experience in Customer Service Management or similar
Experience in Project Management
Bachelors Degree or equivalent (desirable)
Advanced literacy in use of ERP, Excel and PowerPoint
Results driven and prepared to be hands on to meet critical deadlines
Strong decision making and negotiation skills
Problem solving, critical analysis with attention to detail
Exceptional communicator with the ability to forge strong alliances with other team members and engage and motivate people within a project team
Ability to manage multiple projects and cope with pressure of ‘hard’ deadlines
A strong leader with energy, drive, enthusiasm and empathy

Working at ActronAir, you will gain access to a wide range of benefits including:

Discounts on our products for you and your family
A focus on wellbeing through our Employee Assistance Program and Wellbeing App
An inclusive and accessible working environment
Our Recognition Program
Countless opportunities to grow your career.

ActronAir embraces inclusivity and opportunity for all and encourages all suitably qualified applicants to apply.

If you’re not afraid to grow and learn, and are passionate about working for a company who values its employees, is fun, adaptable and always open to new ideas, then apply now!

For candidates who progress through our screening process, we are obliged to ensure that all candidates have the necessary legal right to work in Australia. We will require you to provide evidence prior to an interview.

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