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Customer Happiness Manager at Smove Systems

$60k - $70k in Sydney, NSW

Job description

Smove is a customer-centric company which places high emphasis on teamwork and appreciates everyone’s individuality. We work and have fun at the same time. Our awesome Customer Happiness team is highly empowered to solve frustrations and to create experiences for our customers.

 

“Nothing happens in a start-up company until you do it”

 

Smove is a young company that thrives on a clear vision to make cities more liveable and to solve all pain points around vehicle ownership by developing a service model around mobility & transportation.

 

We are very ambitious, but also know that great things will take time and there are no shortcuts to building a lasting and sustainable business with a great culture.

 

If you are a thinker-doer & self-starter, bring a growth mindset and you keep challenging yourself by building something meaningful, please continue reading. If you are able to thrive in an environment without clear-cut processes and even better, able to create lean, agile & innovative processes yourself, this job is for you.

 

The challenge

As a Customer Happiness Manager, you lead a team to provide exceptional service to our customers. You will:

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers’ issues and follow problems through resolution
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities

About you: The Challenger

  • Customer experience-oriented
  • Proven working experience as a leader
  • Experience in providing customer service support
  • Able to think strategically and lead
  • Able to empathise
  • Able to anticipate surprises
  • Strong conflict-resolution and persuasion skills
  • Problem-solving attitude
  • Willingness to learn, with a Growth Mindset
  • Able to think fast and make calculated decisions
  • A “people person” – approachable, engaging, energetic and empathetic
  • Strong command of English and a second language in writing and speech

Bonus: Experience in using Zendesk platform!

 

If this sounds like you and you are driven to learn new things, get in touch. We have high expectations but don't be afraid to contact us.

 

If none of our current roles exactly fit but you are extraordinary at something and passionate about what we’re creating, we’d love to hear from you anyway!

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. The more inclusive we are, the better our work will be.

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