Ezyland Limited is a New Zealand-based private limited company specializing in internet-only retailing is "fast-growing, digitally-driven commerce platform" seeking a Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

It is full time, permanent position with a minimum of 40 hours/week.

Customer Service Manager

 

Key Responsibilities

  • Manage and oversee the day-to-day operations of the customer service function.
  • Lead, motivate and support customer service staff to achieve high service standards.
  • Develop and maintain customer service procedures, policies and service standards.
  • Monitor customer enquiries, complaints and feedback and ensure timely resolution.
  • Handle escalated and complex customer issues professionally and effectively.
  • Monitor customer service performance, response times and service quality.
  • Analyse customer feedback and service data to identify areas for improvement.
  • Work with sales, operations, logistics and other teams to resolve customer issues.
  • Develop strategies to improve customer satisfaction, loyalty and retention.
  • Train and coach staff on customer service standards, systems and processes.
  • Prepare reports on customer service performance and recommend improvements.
  • Ensure customer service activities are conducted efficiently and in accordance with company policies.

The Ideal Candidate

  • NZ Register Diploma or higher qualification OR at least three years of relevant experience 
  • Excellent communication and service skills
  • Good computer literacy skills
  • Strong client-facing and communication skills Advanced troubleshooting and multi-tasking skills Customer service orientation

Salary: NZD $34–$45 per hour, depending on skills, qualifications, and experience.

 

What We Offer

  • Permanent, full-time employment.
  • Minimum 40 hours per week.
  • An opportunity to join a growing New Zealand e-commerce business.
  • A professional and supportive working environment.
  • Opportunities to contribute to and improve customer service operations.

 

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