Customer Service Manager

Job Title: Customer Service Manager Company: SAE Group Job Category: Salesforce Roles & Responsibilities: About the role You'll lead our customer service and administration team from our Kingscliff office, reporting to the General Manager. You own the customer journey from sale to installation: enquiries, escalations, install booking and scheduling, and the admin that keeps it moving. You are the link between customers, sales, operations and senior management. * Lead, coach and develop our Customer Service Administrators * Recruit, train and onboard new team members, and set and track KPIs * Manage customer enquiries and escalations through to resolution * Oversee booking and scheduling of installations, service appointments and front of house * Maintain accurate customer records and streamline administrative workflows to ensure operational efficiency. * Work closely with sales and operations so nothing falls through the gaps * Report to the General Manager and drive improvements across the customer journey * Manage the team budget and approve purchases within your authority * A competitive salary plus super * Full time, Monday to Friday * A beachside office in Kingscliff, a short walk from the water * A supportive, close knit team that backs each other * Regular team events and get togethers * A leadership role with real ownership of the customer experience * Work for a growing business in solar, batteries and energy, 16 plus years in the industry * Employee Assistant Program Work Location: Kingscliff, NSW, Australia Availability: Full time

* Proven experience leading a customer service or administration team * A track record of coaching people and managing performance * Calm, practical handling of escalations and difficult conversations * Clear written and verbal communication at every level * Exceptional organisation and prioritisation skills in a fast\-paced, high\-volume environment. * Experience coordinating schedules and workflows * Confidence with business systems and reporting. Salesforce or Simpro experience is a plus * Solar, electrical or trade industry experience is highly regarded * Demonstrated understanding of Australian Consumer Law and its application in customer dispute resolution. Apply through this ad with your resume and a short cover letter telling us about a time you turned a customer's experience around. Key Skills: Salesforce Salary: Not disclosed