Customer Service Manager

We are a New Zealand-based automotive company specialising in the import, distribution, and sale of Chinese electric vehicles (EVs). As demand for EVs continues to grow, we are expanding our operations and seeking an experienced Customer Service Manager to manage and develop our customer service and after-sales operations at our new showroom in Auckland.

This is a full-time position requiring a minimum commitment of 40 hours per week.

Job Responsibilities

• Develop, implement, and review customer service policies, procedures, programmes, and service standards.

• Plan, manage, and oversee the day-to-day customer service and after-sales operations of the showroom.

• Recruit, train, supervise, and develop customer service staff to ensure high standards of service and performance.

• Manage customer enquiries, complaints, and escalated service issues and ensure they are resolved effectively and professionally.

• Plan and implement after-sales services and follow up with customers to monitor vehicle performance and customer satisfaction.

• Monitor and analyse customer feedback and service performance and implement improvements to customer service procedures and standards.

• Consult with customers to identify their needs and expectations and maintain strong long-term customer relationships.

• Liaise with other organisational units, service agents, repairers, suppliers, and business partners to address customer requirements and resolve after-sales and service issues.

Job Requirements

• At least two years of relevant experience in customer service management, preferably within the automotive industry.

• Proven experience in managing customer service and/or after-sales operations.

• Experience in developing and implementing customer service policies, procedures, and service standards.

• Demonstrated experience in managing, training, and developing customer service staff.

• Strong experience in handling customer complaints, resolving service issues, and maintaining positive customer relationships.

• Knowledge of electric vehicle technologies, charging systems, vehicle features, warranties, servicing requirements, and emerging EV market trends would be an advantage.

• Strong leadership, problem-solving, organisational, and customer relationship management skills.

• Excellent communication and interpersonal skills, with the ability to liaise effectively with customers, internal departments, service agents, suppliers, and other external parties.

Employer Inquiries

Applicants are kindly requested to address the following questions in their submissions:

• Please describe your experience in managing customer service and after-sales operations.

• Please describe your experience in managing and developing customer service staff.

• Please describe your experience in handling customer complaints and maintaining customer relationships.

• Please describe any experience you have within the automotive or electric vehicle industry.

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