Career Opportunities

Customer Service Account Manager: Job description

The role of Customer Service Account Manager at Your Business Listing Pty Ltd (YBL) will include the following tasks/responsibilities

Reports To: Assigned Team Leader & Customer Service Manager

Job Overview: Oversee a profile of clients and manage all of their customer service, the front end of their GMB listing, customer enquiries, cancellation requests and identify upsell/cross sell opportunities.
Create strong rapport with clients to ensure they are happy and continue to use the service each month. Use objection handling techniques to resolve complaints, reduce cancellations and improve
client satisfaction.

Responsibilities and Duties:

• Manage a profile of customers and all of their enquiries via phone and email
• Ensure listing compliance with GMB and communicate/resolve and issues with the client
• Identify any potential future compliance issues and address with client
• Page Updates for clients GMB
• Achieve KPIs for contacts, cancellations and failed payments
• Ensure clients are current and paying with no outstanding invoices
• Phone & email management of cancellation requests
• Phone & email management of outstanding invoices assigned to you
• Maintain thorough records of all client interaction through the CRM
• Follow all processes and procedures YBL has in place and stay up to date with changes

Job description :

The role of Customer Service Manager at Your Business Listing Pty Ltd (YBL) will include the following tasks/responsibilities:

Relationship Management :

• Managing all staff members who have direct contact with YBL’s customer base. The Customer Service manager will have measures and processes in place to monitor and measure the level of satisfaction our customer base has with their own Client account manager. The Customer Service Manager will be responsible for delivering regular direction and feedback to team members regarding their customers perception of YBL’s service levels.
• Guiding and mentoring organisational units and customer service agents on how to identify if their customer base is satisfied with YBL’s services. The Customer Service manager would be instrumental in the continual development/maintenance and implementation of our internal Customer Service manual.
• Regular spot checks on call recordings with account managers and customer to ensure our desired standard of customer satisfaction is maintained.
• Developing full market and product knowledge in order to position yourself as a credible Manager;

Customer Advocate :

• Ensuring that customer needs (as identified by customer service representatives) are reflected in decisions made across the company;
• Proactively feedback to other departments (including Sales, Technical, Billing and Customer Service) to improve the customer experience at YBL;
• Work closely with our reporting teams to ensure that the customer experience is as close to perfect as possible;
• Championing a positive, professional, and ‘can do’ culture of continuous improvement.

Issue Resolution :

• Collaborating with Customer Services and Operations to ensure that relevant reports and/or information delivered to customers is to the standard we have set out in our internal Customer Service Manual. The Customer Service Manager will regularly meet with client account managers to ensure the scripts used for issue resolution are matching the client account managers personality. If these scripts need to modified then the Customer Service Manager will be responsible for their modification and subsequent successful implementation.
• Assisting where necessary in response to particularly sensitive issues or complaints. After an issue is resolved / dealt with, a debriefing with the individual / team on what skills / methods of issue resolution were displayed and why.
• Developing processes and/or procedures which minimize the recurrence of these issues. Possible addendums to the Customer Service Manual may be required (written by the Customer service manager). Further training may then be scheduled for the team by the Customer Service Manager based on these particular issues to assist if they occur again.
• Working with Sales and Management to manage end-of-contract disputes, ensuring a satisfied Customer. The Customer Service manager should have regular meetings with the Sales Team to ensure that the reporting the Customer Service manager receives from the customer service team is addressed with the Sales Team. Developing a ‘prevention is better than cure’ culture with the sales team to reduce customer service issues.

Required Skills, Qualifications, and Experience

• A minimum of 3 years’ experience gained in a role considered similar to the position advertised;
• Fluent in written and spoken English;
• A skilled relationship-builder with the ability to communicate and influence effectively at all levels;
• An experienced Manager with a proven track record in managing teams from a variety of departments within an organisation (including managing the cohesiveness of teams and streamlined processes between units)
• Customer-focused and a natural problem-solver;
• Professional, articulate and well-presented with natural gravitas;
• Credible commercial awareness and business acumen;
• Demonstrates accuracy, a thorough attention to detail and efficient time management skills.