StudyPlus Consultants Limited is seeking an experienced and customer-focused Customer Service Manager to lead and oversee our customer service operations. The successful candidate will be responsible for planning, administering, and reviewing customer service functions, maintaining strong customer relationships, and ensuring the delivery of high-quality service standards. 

Full-time permanent role - Minimum 30 to 40 hours per week, Pay starts from $30.00 per hour.

 

Key Duties and Responsibilities

  • Plan, administer, and review customer service operations to ensure the delivery of high-quality customer support and service.
  • Develop, implement, and regularly review customer service policies, procedures, and service standards to improve operational effectiveness.
  • Manage, supervise, motivate, and provide guidance to customer service staff to ensure excellent service delivery.
  • Recruit, train, mentor, and evaluate customer service team members and provide ongoing performance feedback.
  • Monitor customer enquiries, complaints, and service requests, ensuring they are resolved promptly and professionally.
  • Liaise with customers, suppliers, service providers, and other departments to identify customer needs and ensure timely resolution of service-related issues.
  • Analyse customer feedback, service performance indicators, and operational reports to identify trends and implement continuous improvement initiatives.
  • Develop and maintain effective customer relationship management practices to enhance customer retention and satisfaction.
  • Coordinate with management and other business units to improve service processes and ensure organisational objectives are achieved.
  • Prepare and maintain customer service reports, records, and performance documentation.
  • Ensure compliance with company policies, health and safety requirements, and all relevant legislative obligations.
  • Perform any other duties reasonably required that are consistent with the position of Customer Service Manager.

Skills and Experience

  • A relevant NZQF Level 6 qualification (or equivalent) in Business, Management, Customer Service, or bachelor's in any discipline; or
  • At least three years of relevant work experience in customer service management or a closely related role may substitute the qualifications requirement 
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Proven experience in developing and improving customer service systems and procedures.
  • Strong problem-solving and conflict resolution skills.
  • Ability to analyse service performance and implement continuous improvement initiatives.
  • Excellent organisational and time management skills.
  • A commitment to delivering outstanding customer service.
Employer Questions

Your application will include the following question(s):

  • Are you New Zealand Citizen or Resident Visa Holder?
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