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




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

📌 Customer Service Manager (Wollongong)
🏢 Musclehand Carwash
📍 Wollongong