Customer Service Manager

Job Title: Customer Service Manager

Key tasks and responsibilities:

• Managing day-to-day customer service operations, including responding to inquiries, resolving complaints, and ensuring smooth communication between customers, contractors, and the company
• Developing and implementing, and reviewing effective customer service procedures, policies, and standards
• Leading and motivating the customer service team to provide exceptional service to customers
• Maintaining a deep understanding of company products and services to provide accurate information to customers
• Welcoming, hosting and overseeing customers that come to the company in a professional and cordial manner
• Providing excellent customer service to guests and excellent leadership to employees
• Acting as the primary point of contact for customer relations, ensuring a professional and positive experience
• Monitoring and analyzing performance metrics to ensure customer satisfaction
• Responding to customer service issues in a timely manner
• Resolving customer complaints, planning and implementing after-sales services to follow up on customer satisfaction and improve services provided
• Handling social media channels to engage with customers, respond to inquiries, and promote the company's services
• Supporting with marketing initiatives, customer engagement campaigns and digital outreach, based on customer feedback
• Liaising with suppliers, contractors, and customers to ensure smooth project execution and timely service delivery
• Recruiting, training, and onboarding new customer service staff
• Monitoring and analyzing customer feedback and market trends to enhance service quality
• Improving customer service experience, creating engaged customers and facilitating growth
• Keeping ahead of industry’s developments and applying best practices
• Reporting directly to the Director, providing insights on customer service performance and areas for improvement

Guaranteed hours of work per week: Minimum 32 hours, permanent full-time

Requirements for the job:

• At least 3 years of relevant work experience or at least relevant Diploma qualification or above
• Be physically fit
• Full time availability, may work on weekends
• Able to follow flexible weekly timetable
• Proficiency in Microsoft Office and customer service software，databases and tools
• Outstanding written and verbal communication skills
• Good understanding of management practices and techniques
• Excellent problem-solving, and customer service skills
• Exceptional interpersonal skills
• Excellent leadership skills
• Excellent knowledge of management methods and techniques
• Awareness of social media trends and online customer engagement
• Reliable and have a positive attitude
• Have good time management skills, be well organized and capable of multitasking
• Be able to work effectively in a team as well as individually
• No criminal record
• Candidates need to be NZ citizens/residents