Montu
Customer Support Manager
To improve the lives of millions of people through medical alternative therapies.
Customer Support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Montu
Montu is a leading medical cannabis company with operations in Asia-Pacific and Europe. Montu has built an integrated cannabis ecosystem, which streamlines the experience for patients end-to-end, and sets new standards in cannabis care. The company is committed to improve the lives of millions of patients.
About the role
Job Description
Leafio is committed to delivering exceptional customer experiences in the healthcare space. We are seeking a Customer Service Team Lead who will play a crucial role in leading our customer support team, optimizing processes, and building strong customer relationships. Key Responsibilities: Team Leadership:
- Build and lead a high-performing team by providing clear leadership, direction, and support.
- Promote staff empowerment and growth through mentorship, coaching, and professional development.
- Delegate responsibilities effectively and manage team performance to achieve goals.
- Ensure compliance with company policies, taking timely and fair action when necessary.
- Foster an inclusive and diverse working environment.
- Set team OKRs and KPIs related to patient/customer satisfaction and monitor metrics for continuous improvement.
Process Improvement and Optimization:
- Evaluate current customer touch points, systems, and processes to identify pain points.
- Develop and implement new processes to enhance efficiency and customer satisfaction.
- Create workflows and responsibility matrices to ensure transparency and understanding.
- Collaborate with stakeholders to develop actionable plans for process improvement.
- Conduct post-implementation assessments and make necessary adjustments.
Relationship Building:
- Develop and implement strategies to increase customer retention rates.
- Ensure Customer Service Specialists cultivate strong relationships with customers.
- Identify and mitigate risks that could affect customer relationships.
- Address product issues, resolve conflicts, and escalate issues when necessary.
Customer Interaction:
- Take a proactive approach to customer support, anticipating and solving potential problems.
- Gather and relay customer feedback to relevant internal teams.
- Advocate for customer needs within the organization.
- Engage with customers through various channels to address inquiries and provide information.
- Analyze and resolve customer issues with a solutions-oriented mindset.
- Ensure prompt and effective resolutions.
Metrics and Reporting:
- Track key metrics such as call rates, email response times, and same-day resolution rates.
- Use data to monitor customer satisfaction, identify trends, and drive improvements.
Qualifications
- 4+ years proven experience in a leadership role within customer support or a similar field.
- Strong understanding of** process improvement and optimization techniques.**
- Good with Excel. Highly advantageous if you have experience with **Cin7 and Shopify **
- Excellent relationship-building skills and a customer-centric mindset.
- Ability to manage multiple tasks and deadlines effectively.
- Strong analytical skills with a data-driven approach to decision-making.
- Experience with CRM systems, preferably Zendesk
What you'll be responsible for
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Escalation Handling
Review and resolve escalated customer queries or complaints to ensure customer satisfaction
- 👍🏼
Process Improvement
Identify and recommend ideas for improvements to processes, to enhance the efficiency of a team
- 🥇
Feedback and Coaching
Provide guidance and actionable advice for teams or individuals to reach their goals and optimize performance
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
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Problem solving
Identifies problems and develops logical solutions that address the problems