Full job description

Photobition Pty Ltd t/a Flash Graphics is a leading provider of high-quality printing and signage solutions for commercial clients across Australia. We pride ourselves on delivering innovative graphic solutions with exceptional customer service.

As our business grows, we are looking for a Customer Service Manager to lead our customer service team, manage client relationships, and enhance overall customer experience.

Job Summary:

We are seeking an experienced and professional Customer Service Manager to oversee and manage our customer service operations. The ideal candidate will be responsible for ensuring customer satisfaction, addressing escalated concerns, and driving customer service strategies that align with company goals.

This is a full-time role requiring leadership, communication, and problem-solving skills to support our clients and internal teams effectively.

Key Responsibilities:

Team Leadership & Management:

• Supervise and lead the customer service function.
• Provide training, mentoring, and performance management for team members, covering both eCommerce and normal sales
• Ensure a customer-centric culture within the team.

Customer Experience & Problem Resolution:

• Address escalated customer issues in a timely and professional manner.
• Develop strategies to enhance customer satisfaction and retention.
• Identify customer pain points and implement solutions.

Process Optimization & Quality Assurance:

• Improve customer service workflows and operational efficiency.
• Establish customer service policies & best practices.
• Monitor customer service interactions to ensure high-quality support.

Collaboration & Reporting:

• Work closely with sales, logistics, and production teams to align customer service efforts.
• Maintain communication with key clients and stakeholders as appropriate.
• Generate and present monthly customer service performance reports.

Technology & Data Management:

• Utilize CRM tools and data analytics to track customer feedback and trends.

Essential Requirements:

Education & Experience:

• Minimum 1 year of relevant work experience in customer service management.
• Proven experience in leading a customer service team.
• Experience working in a business-to-business (B2B) environment is preferred.

Skills & Competencies:

• Strong leadership and team management abilities.
• Excellent problem-solving and decision-making skills.
• Strong communication and interpersonal skills.
• Knowledge of customer service principles, CRM systems, and process improvement strategies.
• Ability to work under pressure and manage multiple priorities.

Other Requirements:

• Must have full working rights in Australia
• Knowledge of printing or signage industry is an advantage but not mandatory.

Application Process:

How to Apply:
Interested applicants should submit:

A detailed resume (CV) outlining relevant experience and qualifications.

A cover letter explaining why they are a suitable candidate for this role.

Application Deadline: 26 March 2025

Expected Start Date: 14/4/25

Applications to: [email protected]