Customer Services Manager

at PHA Consultants
Location Auckland, New Zealand
Date Posted June 24, 2020
Category Customer Service
Job Type Full-time
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Customer Services Manager PHA Consultants location Auckland.

They are a Kiwi company that is a true market leader in their field. While their name may be “Embroidery Works”, they have grown to include screen printing and heat transfers and offer services nationwide.

The company operates with a philosophy of continuous improvement and innovation and aims to always be the best in the industry and continuously seeks ways to develop their business and make it better. It is an organisation that is proud of the work they do and wish to create a sense of belonging between the company, brands, and its customers.

The role this is a fast-paced, full time, Monday to Friday role that plays an integral part within their business. You and your team will be working together to ensure that every order runs smoothly.

Job purpose to organise and control the operation of the contact centre, review customer services, and maintain sound customer relations.

Key responsibilities developing and reviewing policies and procedures concerning both customer relations and goods and services provided. Advising on enhancements to modify and improve customer service performance.

Assessing job processing KPI’s to ensure the efficiency of the customer services team including ensuring turnaround times are as customers expect and problems are handled quickly. Providing direction and feedback to team members and assisting with the recruitment management, motivation, and development of the customer services team. Liaise with customers, production and accounting teams regarding complaints and resolve issues in a timely manner appropriate to the customer needs.

Regular duties ensure the efficient management of the customer service workflow allocating jobs to the correct staff member and follow up when further action is needed. Ensure complaints are attended to and handled in a timely fashion. Ensure jobs inbox in managed and turn-around times on responses are within target KPI’s. Communicate to operations leader and customer services staff when problems arise.

About you the successful candidate will be positive, highly organised, have excellent communication skills and excel in working in a team.  You will be able to think on your feet and enjoy working in a fast-paced environment.

In addition, it would be great if you have a minimum of 3 years’ experience in a branding and embellishing company. Are well organized and structured in approach and able to work under pressure, think on your feet and be results focused with respect to quality, cost, and deadlines.

Have an ability to troubleshoot workflow issues. Have a competent level of computer literacy. Can demonstrate good communication and problem-solving skills Please note that applicants must currently reside in and have the right to work in New Zealand.