Customer Support Manager

<p>Job Description<br />
<br />
This position reports directly to the Global Director of Operations in the interim that will change to the Global Customer Support Director and is based in Brisbane, Australia.<br />
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The role will lead the Australian Customer Support team to ensure an efficient, profitable service that increases customer satisfaction, loyalty and retention.<br />
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<b>Role &amp; Responsibilites</b></p>

<ul>
<li>Support change management and improve business processes, implementing various initiatives in a timely and efficient manner.</li>
<li>You will need to multi-task and prioritize - in particular the ability to support and prioritize tasks from more than one stakeholder.</li>
<li>Manage daily operational matters including policy, process and compliance items and deal with escalated matters appropriately.</li>
<li>Collecting business data, diagnosing problems, developing strategies and implementing change</li>
<li>Improve customer service experience, create engaged customers and facilitate organic growth</li>
<li>Take ownership of customers issues and follow problems through to resolution</li>
<li>Set a clear mission and deploy strategies focused towards that mission</li>
<li>Develop service procedures, policies and standards</li>
<li>Keep accurate records and document customer service actions and discussions</li>
<li>Analyze statistics and compile accurate reports</li>
<li>Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment</li>
<li>Keep ahead of industry&
39;s developments and apply best practices to areas of improvement</li>
<li>Control resources and utilize assets to achieve qualitative and quantitative targets</li>
<li>Maintain an orderly workflow according to priorities</li>
<li>Support change management and improve business processes, implementing various initiatives in a timely and efficient manner.</li>
</ul>

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<p><br />
Requirements<br />
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<b>Qualifications &amp; Experience</b></p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<ul>
<li>Process and people focused - having the ability to work with a variety of stakeholders with diverse backgrounds</li>
<li>Have a strong attention to detail and are an analytical problem solver.</li>
<li>Asset management systems experience ideally MEX (or another aligned platform). Over time role will be afforded cope to change this to align with required business outcomes.</li>
<li>Bachelors degree or Advanced Diploma (Engineering discipline would be highly regarded)</li>
<li>Experience in providing customer service support</li>
<li>Excellent knowledge of management methods and techniques</li>
<li>Proficiency in English</li>
<li>Working knowledge of customer service software, databases and tools</li>
<li>Awareness of industry&
39;s latest technology trends and applications</li>
<li>Ability to think strategically and to lead</li>
<li>Strong client-facing and communication skills</li>
<li>Advanced troubleshooting and multi-tasking skills</li>
<li>Customer service orientation</li>
<li>Ability to work a roster that may occasionally include weekends.</li>
<li>Process and people focused.</li>
<li>Experience in the setup and deployment of international customer support functions - on the ground delivery.</li>
<li>Experience setting up and managing spare part stocking and distribution, works to control costs while providing great service to the customer.</li>
<li>Demonstrated success in implementing service improvements resulting in measurable customer satisfaction improvements.</li>
<li>Excellent communicator who understands the internal as well as external customer focus.</li>
<li>Must be eligible to work in US.</li>
</ul>

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