Customer Support Manager

This is a brilliant opportunity for a  customer-oriented person to join our growing client in central London, who is an entrepreneurial leader who will play a pivotal role in helping our client further its dominance in the international peer-to-peer car-sharing market!

THE ROLE:

• Managing the internal Customer Satisfaction team to exceed defined KPIs, specifically around response time and customer satisfaction
  within SLA targets in a multi/omnichannel customer care environment
  effectiveness deficits
• Evaluating staffing plans and scheduling to ensure expected volume will be handled
• Research and implement process improvements to increase team efficiencies and effectiveness
• Participating in business reviews, inspecting/driving action plans to -address performance
• Identifying trends and providing feedback to other department heads
• Setting up training sessions, business reviews, and ensure the overall quality of service
• Collaborating with internal, cross-functional departments as required
• Representing the company mission, vision, and values with integrity and professionalism

ESSENTIALS:

• 3+ years of Customer Service Management experience in a start-up managing a fully functional CS team
• Outstanding attention to detail, with a strong ethic of personal responsibility
• Personable, outgoing individual who enjoys working with people, and is able to handle conflicts and high-stress situations with grace. It’s a fun group, so a positive attitude is a must
• Experience setting up and managing an outsourced CS vendor
• Proficiency in data analysis and implementing operational process improvements
• Ability to quickly understand and use multiple technologies and tool sets
• Undergraduate degree or equivalent required
• Bonus: Slack, Zendesk or Kustomer, Ujet experience
• You want to work at a company that will impact our society, transportation, and the environment 

If you feel that you fit the above criteria then please apply today by submitting your CV to us. Please note due to the high volume of applications that we receive only successful applicants will be contacted. For information on how we process personal information please refer to our website: How We Use Your Personal Information.

At Australasian Recruitment Company we are committed to an Equal Opportunities policy and make employment decisions by matching business needs with the skills and experience of candidates, irrespective of age, disability (including hidden disabilities) gender, gender identity or gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation.