TileCloud is a tile brand shaking up the renovation industry with a hassle- free, design-led buying experience. We’re committed to making buying tiles easy, fun and inspiring - and we make that happen through our team. Our products are sold online and in-store through our showroom.

Salary: $75,000 + superannuation.

The Customer Service Manager is responsible for overseeing and managing the customer service operations to ensure that our customers receive timely, efficient, and friendly support. This role involves developing and implementing customer service policies and procedures, leading a team of customer service representatives, and collaborating with other departments to improve overall customer satisfaction. The ideal candidate is an exceptional coach and mentor who will thrive in fast-paced environment.

Key Responsibilities:

• Manage Customer Service Team: Lead, mentor, and develop a team of customer service representatives to ensure they provide high-quality service.
• Customer Service Policies: Develop, implement, and continuously improve customer service policies, procedures, and standards.
• Customer Relations: Handle complex or escalated customer complaints and inquiries, ensuring prompt and satisfactory resolutions.
• Training and Development: Provide training and development opportunities for the customer service team to enhance their skills and knowledge.
• Performance Monitoring: Monitor and evaluate the performance of customer service representatives, providing feedback and coaching as needed.
• Reporting: Prepare and present reports on customer service metrics, such as response times, customer satisfaction, and resolution rates.
• Collaboration: Work closely with other departments, such as sales, marketing, and logistics, to ensure a seamless customer experience.
• Continuous Improvement: Identify and implement strategies to improve customer service processes and increase customer satisfaction.
• Compliance: Ensure all customer service activities comply with relevant legal and regulatory requirements.

Measures of success:

• Customer Satisfaction Score (CSAT): Achieving and maintaining above average and above benchmark high customer satisfaction ratings, as measured by customer feedback and surveys.
• Average Response Time (ART): Reducing the average time it takes for the customer service team to respond to customer inquiries, whether via phone, email, or chat.
• Team Performance and Productivity: Enhancing the overall performance of the customer service team, measured by metrics such as average response time, ticket resolution time, and individual team member productivity.
• Employee Engagement and Retention: Maintaining high levels of employee engagement within the customer service team, leading to lower turnover rates and a more motivated, engaged team. Success can be measured through employee surveys and retention statistics.
• Implementation of Process Improvements: Successfully identifying, implementing, and tracking the impact of process improvements that enhance customer service operations. Success can be measured by the efficiency gains and improvements in key performance indicators resulting from these changes.

Experience required:

• 3-5 years of experience in a customer service manager role, with at least 2 years in a supervisory or managerial position.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Problem-solving abilities and a customer-focused mindset.
• Ability to work under pressure and handle challenging situations.
• Proficiency in using customer service software and CRM systems.