Job Description
We are seeking an experienced, customer-focused, and results-driven Customer Service Manager to lead our customer service operations, improve customer satisfaction, and build a high-performing service team. This role is ideal for individuals with strong leadership, communication, problem-solving, and operational management skills who are passionate about delivering exceptional customer experiences.
n
n
Lead, manage, and develop the customer service team to achieve performance and service quality targets.
n
Establish and maintain high standards for customer service, response times, and customer satisfaction.
n
Monitor customer inquiries, complaints, feedback, and service requests to ensure timely resolution.
n
Develop and implement customer service policies, procedures, and operational processes.
n
Track key performance indicators (KPIs), including customer satisfaction, response time, resolution rate, and service quality.
n
Identify recurring customer issues and work with relevant teams to develop effective solutions.
n
Handle complex or escalated customer complaints and ensure appropriate follow-up.
n
Analyze customer feedback and service data to identify trends and improvement opportunities.
n
Collaborate with Sales, Operations, Product, Marketing, and other departments to improve the overall customer experience.
n
Develop training programs, coaching sessions, and performance improvement plans for customer service staff.
n
Prepare customer service reports, performance reviews, and management presentations.
n
Maintain customer relationship management (CRM) systems and ensure accurate customer records.
n
Support the development and implementation of customer retention and engagement strategies.
n




Continuously identify opportunities to improve service efficiency, customer loyalty, and operational performance.
n
Bachelor's degree in Business Administration, Management, Marketing, Communications, or a related field is preferred.
n
Proven experience in customer service, customer success, operations, or team management.
n
Previous experience managing and developing a customer service team is strongly preferred.
n
Strong leadership, communication, interpersonal, and problem-solving skills.
n
Excellent understanding of customer experience and service management principles.
n
Strong ability to handle difficult situations and resolve customer issues professionally.
n
Excellent organizational skills with the ability to manage multiple priorities.
n
Proficiency in CRM systems, Microsoft Office, and customer service management tools.
n
Strong analytical skills with the ability to interpret customer feedback and service performance data.
n
Customer-oriented mindset with a robust focus on service quality and continuous improvement.
n
Ability to work effectively in a fast-paced and performance-driven environment.
n
Excellent written and verbal communication skills in English.
n
n
What We Offer
n
n
Leadership responsibility for customer service operations and team development.
n
Opportunity to shape customer experience and service strategy.
n
Career progression into Senior Customer Service Manager, Customer Success Manager, Head of Customer Experience, or Operations Manager roles.
n
A dynamic, collaborative, and fast-growing working environment.
n
Training, mentorship, and professional development opportunities.
n
Exposure to cross-functional business operations and strategic decision-making.
n
Competitive compensation with performance-based incentives.
n
#J-*****-Ljbffr

📌 Customer Service Manager (New South Wales)
🏢 Agribusiness Club MANAGE
📍 New South Wales