Customer Service Manager

We are looking for a passionate and inspiring leader to step into the role of Customer Service Manager at ICT's global headquarters right here in Rosedale on the North Shore.

How you’ll make an impact:

As the Customer Service Manager, you will be responsible for leading our Customer Service and Dispatch teams. You will be tasked with driving engagement throughout the team, supporting a high performance culture, and ensuring the delivery of world class experiences for our customers.

What the role involves:

• Lead and mentor a team of talented CSR's.
• Monitor, manage, and streamline the customer lifecycle – ensuring excellent level of customer service is maintained at all stages.
• Build staff engagement across the team, ensuring all members understand their purpose and feel connected with the common goals and vision
• Analyze customer feedback to identify and deliver process improvements, driving value to the customer along with initiating process improvements, streamlining workflows.
• Weekly dashboard reporting to CCO.
• Be a senior ambassador for CX, role modeling ICT's values. Learn more about our values here!

You'll be a great fit if you:

• Have 3 years or more in a similar role with demonstrated leadership experience and ability.
• Possess prior business operations experience and a people and customer focused mindset.
• Have expertise in Salesforce, SAP S/4HANA, along with Microsoft Office
• Can bring a successful track record of previous people management.
• Are a confident decision maker with high attention to detail, along with an analytical nature.
• Are a superb communicator.
• Have domain experience ideally in security/access control or manufacturing.
• Have the ability to work under pressure and to tight deadlines maintaining a high level of motivation.
• Hold a Bachelors' degree or higher qualification.

ICT offers a unique, friendly and professional team environment with personal growth and career development on offer for the right person. Our diligent teams are committed and hard-working, but we like to ensure we have fun too. We have an active Social Club with regular extra-curricular events, and offer many benefits including subsidised gym memberships, onsite yoga, fruit boxes (twice weekly) and onsite massages once per month. Our modern staff lunchroom has arcade games and table tennis, a great location for our fun monthly staff social events!