We are seeking a motivated Customer Service Manager to lead and oversee our customer service operations in a dynamic commercial cleaning business based in Auckland.

The successful candidate will be responsible for ensuring client satisfaction, managing customer relations, and optimizing service delivery. This role requires strategic thinking, strong leadership skills, and a commitment to maintaining high standards of service.


Key Responsibilities:
 
    • Build and strengthen professional client relationships, ensuring satisfaction, loyalty, and continuity of service.
    • Drive client acquisition and retention by identifying new business opportunities, conducting consultations, and presenting tailored cleaning solutions.
    • Develop strategies to attract and onboard new clients while maintaining a strong focus on retention and long-term partnerships.
    • Manage and resolve escalated client concerns with professionalism, ensuring prompt and effective outcomes.
    • Oversee the consistent delivery of superior cleaning services, ensuring staff meet or exceed service quality standards.
    • Design and deliver training and mentoring programs to support staff development and raise overall service performance.
    • Monitor staff performance, providing feedback, coaching, and implementing improvement plans where necessary.
    • Introduce process improvements to optimize client service delivery, operational efficiency, and overall customer experience.
    • Analyze service performance data to identify gaps and implement targeted improvement initiatives.
    • Prepare detailed client service and business performance reports for management review and decision-making.
    • Manage workforce scheduling and resource allocation to ensure all client commitments are met within agreed timelines.
 

Qualifications and Skills:
    • Diploma at level 5 or higher 
    • Or at least 2 years of relevant industry experience.
    • Excellent verbal and written communication abilities.
    • Problem-solving and conflict resolution expertise.
    • Time management and organizational skills.
    • Customer-focused mindset with a commitment to delivering exceptional service.
    • High level of professionalism and integrity.

Position Details:
    • Location: Auckland
    • Minimum hours per week: 30
    • Hourly rate: $24.00 - $24.50
Benefits:

    • Opportunities for professional development and growth.
    • Supportive and collaborative team environment.
  

 

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