About

Milestone Migration is looking for an experienced Client Service Manager to lead and maintain our business’ sound customer relations.

Salary Range: $75,000-$90,0000

Requirements:

Bachelor qualification on any relevant degree in business, communication, management.

Minimum 3 years’ experience in customer service and/or client relations management

Ability to speak English and Filipino fluently.

Ability to write English to a professional standard.

Recognise the diversity of cultures and worldwide clients (both internal and external).

Willing to undertake business travel across Australia and the Philippines at short notice.

Knowledge of the Australian migration system is essential.

Knowledge of the Philippines Department of Migrant Workers process is essential.

Extensive knowledge of the Microsoft suite of products

The successful applicant for this role will be responsible for the following:

Ensure actual service delivery to client organization is undertaken in an effective and timely manner.

Prepare workflows and templates for effective client management

Develop, implement and continuously improve policies and programs for service delivery and complaint handling

In charge of service delivery model for managing relationships and maintaining regular communication with clients

Training and mentoring new customer service staff on client servicing policy and procedures

Monitoring of workload, productivity and efficiency of client service staff

Manage and provide coaching and guidance to client services staff for the best possible client experience in the business

Allocate work to Client Service Staff based on resource allocations and workload

Attend functions and events with existing clients to receive feedback and improve relationships with key accounts

Handle staff-escalated complaints from customers

Work with marketing to implement and execute customer nurturing campaigns and strategies

Responsible for coordinating with key accounts to identify additional business opportunities

Establish knowledge of migration activities and incorporate related modifications into the company's customer service processes and standards

Meet with the Managing Director to review business performance and escalate concerns from the Client services team, making recommendations to improve the customer experience.

Collating, preparing, and disseminating reports on customers and work in progress

Support business managers to ensure organisational goals are met to the standards expected of the managing director

Communicate and liaise with team members in relation to client deliverables

This role will be challenging and demanding. Only individuals who understand the pressures of client management with a demanding workload should apply.