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 responsibilitiesDevelop, implement and review policies, programs and procedures relating to customer relations and the goods/services providedPlan, administer and review the delivery of customer service and after-sales service functionsEnsure operational efficiency across the customer service / contact centre functionManage, motivate, train and develop staff providing customer serviceProvide direction and feedback to team members and assist with recruitment and onboardingMonitor customer service KPIs, complaints handling and resolution processes,



and report on performance to senior managementLiaise with other departments (sales, operations, logistics) to ensure a consistent customer experienceMaintain and grow sound customer relationships to support customer retention and satisfactionPrepare budgets, reports and forecasts relating to the customer service functionAbout youMinimum AQF Diploma level qualification (or higher) in Business, Management or a related field - or substantial relevant management experienceAt least 2+ years' experience in a customer service management or supervisory roleDemonstrated experience managing and developing a teamStrong communication, leadership and problem-solving skillsExperience with customer service systems/CRM and reportingAbility to develop and implement customer service policy and procedure
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📌 Customer Service Manager (Wollongong)
🏢 Musclehand Carwash
📍 Wollongong