Customer Service Manager
Idiya Ltd
Auckland City, AUK
5d ago
source : ExploreJobs

Nova Motors is looking for an experienced and motivated manager to join our team. Nova Motors offers an impressive selection of vehicles, a great variety of makes and models at a very competitive price.

We are a high-volume yard, so you can expect to be busy.This role would be an excellent opportunity for a result driven, self-motivated individual who can lead their team to provide the highest level of customer service and business performance.

Role involves the direct management of 3-5 staff members.JOB PURPOSE STATEMENT : · Monitor and review services provided to customers to meet customer service standards consistently.

  • Liaise with internal and external parties to provide effective customer service.Train and manage customer service staff.
  • Organise the work of the reception desk and the Customer RelationshipManagement Platform (CRM).· Develop and review service procedures, policies and standards related to customer service.
  • ESSENTIAL DUTIES & RESPONSIBILITIES : CSM’s overall responsibilities are, but are not necessarily limited to, the following : Responsible for organising and coordinating the work of the reception desk, for teaching and mentoring the reception desk staff (receptionists, administrators).

    Ensures and promotes the effectiveness of the reception desk’s working hours. This may involve redistributing workload and responsibilities among the reception desk and sales staff, where reasonable and appropriate.

    Settlement of guarantee claims, related decision-making.Claims classification, as according to the current legislation (Consumer Guarantees Act, relevant case law) and the established industry and company practices.

    Company workshop bookings (for Auckland-based customers)Approval of the invoices by any third-party workshops, related money refunds (for non-Auckland-based customers)Participating in court-trials, as necessaryRequesting and receiving information from the service and sales departments (promise sheets, special customer circumstances, completed / in-progress repairs, expected completion dates).

    Facilitates an ongoing improvement of the company’s systems and processes, proposes changes to the management as required, updates and reviews company’s customer service policiesUsing the CRM-interface to distribute the incoming leads among the sales consultants (sources of leads : Trademe, Facebook, Driven, Need a Car).

    Evaluating lead-handling by the sales consultants : when and how the leads have been processed, access to phone records.Synchronising the actual location and statuses to the ones in the systems (i.

    e. on yard, attention to service, minor problem, reconditioning done, reconditioning not accepted).Publishing company’s vacancies, applicants' prior selection, and, upon request, providing recommendations to the management.

    Developing work schedules clearly specifying working days and working hours for the subordinate staff (receptionists and administrators).

    Maintaining the brandbook standardsWorking with the customers’ database : post-sales, newsletters, promotions, customer loyalty programs.

    The successful candidate : Have a relevant tertiary level qualificationMust be highly computer-literate, be able to work in several IT / CRM systems.

    Must have a minimum of 2 years proven experience as a manager in the same Industry.Have a proven track record of administration, leadership and managementBe able to provide a minimum of two work references.

    Be driven and self-managing with the confidence to make independent decisionsIs prepared to work rostered hours incl. weekends and public holidays.

    Has excellent communication and interpersonal skillsHas confidence and effective problem-solving skillsHonest and reliableApplicants for this position must have NZ residency or a valid NZ work visa.

    Be ready to undergo a criminal record check.We expect to receive your CV and a cover letter explaining why you are the best candidate for this position.

    Please include other relevant supporting information. Please note only the candidates selected for an interview will be contacted.

    Thank you!Application Deadline : 27 / 11 / 2020Job Types : Full-time, PermanentSalary : $27.00 $28.00 per hourExperience : Customer Service : 2 years (Required)Work Eligibility : Permitted to work permanently with no restriction on hours (e.

    g. citizen, permanent resident) (Required)Work Remotely : No

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