Customer Service Manager
Core
Lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement, and business transformation within a telecommunications provider.
Role type
Senior Customer Service Manager
Builds
Customer service operations, service delivery workflows, and automated systems for clients in healthcare, warehousing, and engineering.
Domain
Telecommunications and Technology
Required skills
Team leadership, operations management, process improvement, systems optimisation, change management, KPI implementation, workflow design
Preferred skills
Telecommunications experience, Autotask, NetSuite, MSP, ICT environments
Technologies
NetSuite, Autotask, AI tools
Responsibilities
Lead and develop a team of 6 customer service/service delivery staff, Oversee customer service operations, ticket management and service performance, Finalise the transition from NetSuite to Autotask, Drive systems optimisation, automation and AI initiatives, Implement KPIs, reporting and accountability frameworks, Improve workflows, processes and team capability
Seniority
Senior, hands-on IC