Customer Service Manager

22 hours ago

Auckland City, New Zealand BETTERMAN BUSINESS MANAGEMENT LIMITED Full time

Job Title**:Customer Service Manager**

Key tasks and responsibilities:

- Managing day-to-day customer service operations, including responding to inquiries, resolving complaints, and ensuring smooth communication between customers, contractors, and the company
- Developing and implementing, and reviewing effective customer service procedures, policies, and standards
- Leading and motivating the customer service team to provide exceptional service to customers
- Maintaining a deep understanding of company products and services to provide accurate information to customers
- Welcoming, hosting and overseeing customers that come to the company in a professional and cordial manner
- Providing excellent customer service to guests and excellent leadership to employees
- Acting as the primary point of contact for customer relations, ensuring a professional and positive experience
- Monitoring and analyzing performance metrics to ensure customer satisfaction
- Responding to customer service issues in a timely manner
- Resolving customer complaints, planning and implementing after-sales services to follow up on customer satisfaction and improve services provided
- Handling social media channels to engage with customers, respond to inquiries, and promote the company's services
- Supporting with marketing initiatives, customer engagement campaigns and digital outreach, based on customer feedback
- Liaising with suppliers, contractors, and customers to ensure smooth project execution and timely service delivery
- Recruiting, training, and onboarding new customer service staff
- Monitoring and analyzing customer feedback and market trends to enhance service quality
- Improving customer service experience, creating engaged customers and facilitating growth
- Reporting directly to the Director, providing insights on customer service performance and areas for improvement

Pay rate: Minimum $29.66/ hour Maximum $33/ hour

Guaranteed hours of work per week: Minimum 32 hours, permanent full-time

Requirements for the job:

- At least 3 years of relevant work experience or at least relevant Diploma qualification or above
- Be physically fit
- Full time availability, may work on weekends
- Able to follow flexible weekly timetable
- Proficiency in Microsoft Office and customer service software，databases and tools
- Outstanding written and verbal communication skills
- Good understanding of management practices and techniques
- Excellent problem-solving, and customer service skills
- Exceptional interpersonal skills
- Excellent leadership skills
- Excellent knowledge of management methods and techniques
- Awareness of social media trends and online customer engagement
- Reliable and have a positive attitude
- Have good time management skills, be well organized and capable of multitasking
- Be able to work effectively in a team as well as individually
- No criminal record

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