Customer Service Manager

N&C LOGISTICS LIMITED has established in 2016, is committed to delivering efficient, secure, and professional integrated logistics solutions. Due to strong business growth and increasing service demands, we are now seeking a Customer Service Manager to further enhance our customer experience and after-sales support system.

• Working at 6a Donnor Place Mount Wellington Auckland
• Keen on a 5 day work per week
• Full time permanent position of 35 guaranteed hours per week
• Suitable candidates will be paid between $35-$42 per hour

• Lead and manage the customer service team to ensure high levels of customer satisfaction;
• Manage and support a team of customer service representatives, providing training, guidance and development.
• Develop and implement customer service policies and procedures concerning customer relations and logistics services provided;
• Oversee daily operations of the customer service department to ensure efficient and effective service delivery;
• Resolve escalated issues and assist team members with solutions;
• Ensure timely and efficient delivery of services, maintaining high standards;
• Coordinate and communicate effectively with internal departments including transport, warehousing, and finance, as well as with clients, to understand customer needs and ensure timely and satisfactory resolution of their requests and expectations;
• Handle customer inquiries, complaints, and disputes in a diligent and efficient manner and providing timely and satisfactory resolutions;
• Plan and implement after-sales services to follow up on customer satisfaction, analyze feedback, using insights to drive continuous improvements;
• Monitor and analyze customer service metrics such as response time, resolution time, and customer satisfaction scores for enhancing customer experience.
• Ensure compliance with company policies and maintain high service standards

• 3 years work experience, or , Diploma or above qualification
• Proactive problem-solver with flexibility and initiative
• Have a good phone manner dealing with customers.
• Highly organised with great time management and attention to detail
• Ability to manage multiple tasks and priorities effectively.
• Be calm under pressure and make quick decisions.
• Have the ability to lead and inspire a team, ensuring a positive and productive work environment.

If you are passionate about customer service and have the skills to lead our team, we would love to hear from you! Please submit your resume and a cover letter detailing your ability.