Customer Service Manager

Crucial Dimensions are part of a global brand Crucial Learning. Operating for over 30 years in 35 different countries, globally we are recognised as a top 5 leadership training learning and development company.

Our operations here in Australia and New Zealand has seen significant growth over the last 18 months due to a worldwide trend for more upskilling, learning and development now is a must have for large organisations as part of their offering in hiring and retaining top talent.

As a result of our success, we are looking for a full-time customer service manager to join our small team based in Queensland.

Key Selection Criteria

1. A minimum of 2 years of experience in Customer Service.

2. Must have a Bachelor’s degree in Communication / Psychology or similar.

3. Highly structured and organised

4. Self-confident and can collaborate/work with clients and a team.

5. Assume ownership and responsibility of accountabilities with little to no supervision.

The Responsibilities

1. Developing processes and procedures for customer success journey to identify all aspects of client satisfaction and where we need to make an improvement and ensure implementation and alignment with the entire team.
2. Manages the trainer team to ensure that all procedures for internal and public program training deliveries are followed, standards and protocols for training delivery is met.
3. Setup a review session with the trainer team to discuss responses from post training evaluations to identify client satisfaction and any areas that needs improvement for training delivery.
4. Setup and review with the trainer team and client partner of pre and post training procedures including but not limited to email templates, calendar invites, invoicing, post training evaluation and ongoing resources.
5. Evaluate post training survey responses with the trainer team, marketing team and sales team to see if the clients are satisfied with the training delivery and identify areas for improvement.
6. Managing the active trainer list with sales team and client partner to continue the client relationship and for trainers to be able to deliver training with the best support they can get.
7. Manages and updates all leads, client and opportunities information and tasks to make sure that the sales team are following up with the client regularly.
8. Handles all email queries such as event registration, placing training materials order, trainer zone access, training logistics and other training or process related concerns.
9. Handles client concerns and/or complaints related to training delivery, logistics, event registrations, access to tools and/or applications and coordinating with the correct team for fast resolution of the concern. Setup a review of the processed and procedures with the team as necessary to avoid receiving the same concern/complaint.
10. Prepare reports for leads, clients and opportunities as part of our weekly sales meeting.
11. Collaborates with marketing team in setting up email series, website changes, outreach strategy, and database management.

Salary: Ranges from $80,000 to $90,000 per annum plus superannuation.

If you meet the above criteria, feel that you can contribute to the success and want to be part of the organisation, then get in contact.

Applicants must submit to ***email_hidden***:

· A cover letter

· Your curriculum vitae/resume, and

· Your responses to the selection criteria listed in the position description