We are seeking an experienced Customer Service Manager to plan, administer and review our customer service and after-sales operations, and to maintain robust, sound customer relations across the business. This is a hands-on leadership role responsible for the performance, development and direction of our customer service team.
Key responsibilities
Develop, implement and review policies, programs and procedures relating to customer relations and the goods/services provided
Plan, administer and review the delivery of customer service and after-sales service functions
Ensure operational efficiency across the customer service / contact centre function
Manage, motivate, train and develop staff providing customer service
Provide direction and feedback to team members and assist with recruitment and onboarding
Monitor customer service KPIs, complaints handling and resolution processes, and report on performance to senior management




Liaise with other departments (sales, operations, logistics) to ensure a consistent customer experience
Maintain and grow sound customer relationships to support customer retention and satisfaction
Prepare budgets, reports and forecasts relating to the customer service function
About you
Minimum AQF Diploma level qualification (or higher) in Business, Management or a related field - or substantial relevant management experience
At least 2+ years' experience in a customer service management or supervisory role
Demonstrated experience managing and developing a team
Strong communication, leadership and problem-solving skills
Experience with customer service systems/CRM and reporting
Ability to develop and implement customer service policy and procedure
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📌 Customer Service Manager (Wollongong)
🏢 Musclehand Carwash
📍 Wollongong