Customer Services Manager

2 days ago

Auckland City, New Zealand Chandler Macleod Full time

Exciting opportunity for a customer centric, people and systems focused Customer Services Manager to join this well-known, highly respected organisation who provides a work environment which values genuine people and strives for excellence in all that they do. We are looking for an all-rounder who enjoys being hands -on and is looking to take their career to the next level and has a strong working knowledge/understanding of the manufacturing industry.

**About the role - Atu mo te mahi**
This role is pivotal to the smooth running of the business and the customer service/care teams, you will be a go-to point for the team, wider business, and internal/external stakeholders. You will be dealing with a variety of responsibilities/tasks daily, while ensuring that that all escalations/issues/queries are handled in a professional, timely manner. Your ability to engage, lead, take ownership and develop your team, coupled with your quick thinking, ability to adapt to change, responsiveness and solutions-focused approach will ensure we go the extra mile and strive to exceed customer expectations.

**Key tasks and accountabilities (not limited too)**:

- Being the first point of call for internal/external stakeholders
- Implementing customer centric processes, systems, and policies
- Managing and learning the new system
- Actively involved in continuous business improvement plans
- Overseeing your team and providing practical assistance when required
- Hands-on leadership of a team of customer service representatives
- Mentorship and development of the team on an individual level
- Ownership and project management of complex customer queries
- Drive the company’s vision and values through effective leadership.
- Monitor performance of the customer service team to ensure SLA’s and KPI’s are being adhered to
- Preparation of reports spreadsheets and correspondence

**About you - Pehea koe**
- Experience as a Customer Service Manager/Senior Team/Team lead role within a contact centre/customer service environment
- Strong working knowledge/understanding of the manufacturing industry/B2B
- Proven experience running leading a team
- Excellent communications skills - written and verbal.
- Operate with a high degree of initiative in a constantly changing environment
- Strong understanding of IT systems - Microsoft Dynamix 365/ERP and phone based
- High level of attention to detail and accuracy
- A leadership style which motivates, encourages, and supports the team to achieve high performance outcomes
- A can-do, solutions
- focused approach
- Ability to prioritise and work to deadlines
- Self-motivated, conscientious and task oriented.
- Computer literacy - Proficient skills in Microsoft Office including Microsoft Word & Excel
- Ability to work in a fast-paced environment, with multiple tasks requiring attention.
- Customer focused
- Highly developed administration skills
- Must be eligible to work permanently in New Zealand

If you like the sound of the role and have the background and skills we are looking for, we’d love to hear from you Please submit your CV and covering letter or for a confidential discussion please call Sharon Kishore - 027 648 6295

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