Looking for an experienced Customer Service Manager

About NZ Study Careers

NZ Study Careers supports individual and group study programmes across New Zealand in close partnership with local schools and homestay networks. We design and deliver well-organised study programmes and educational experiences, working closely with students, families, and education partners to ensure a high standard of service.

The Role

We are seeking a Customer Service Manager to oversee and continuously improve customer service delivery across our education services. This role is responsible for managing customer service standards, leading client-facing staff, monitoring service performance, and implementing service improvements to enhance student and partner satisfaction.

Key Responsibilities

・Develop, review, and implement customer service policies, procedures, and service standards to ensure consistent, high-quality service delivery.

・Collect and analyse feedback from students, parents, and education partners to identify opportunities for improvement.

・Manage, support, and develop customer service and client-facing staff through training, coaching, and performance management.

・Liaise with internal teams and education providers in New Zealand and overseas partners to coordinate services and respond to customer expectations.

・Act as an escalation point for complex customer service issues or complaints, ensuring timely and professional resolution.

・Prepare and review regular customer service performance reports and provide recommendations to management.

Skills and Specialisations

・Diploma or above required
・Excellent communication skills in both verbal and written
・Japanese language ability is an advantage
・Minimum 3 years’ work experience in management role, with responsibility for staff coordination and performance management

How to apply

Please send us your CV and a cover letter via job space. Shortlisted candidates will be contacted for an interview.