Customer Service Manager
# Customer Service Manager **The Clean Westcity** · Auckland City, Auckland · `On-site` 🕒 **Статус:** *Опубликовано: 5 дней назад* · *Источник: Indeed* --- ### About the Role Key Duties and Responsibilities Develop, implement and regularly review customer-service policies, procedures and service-quality standards for the car-wash business. Plan and manage the delivery of customer services to ensure vehicles are processed efficiently and customers receive timely, professional and consistent service. Supervise, guide and support customer-facing staff, including allocating responsibilities and monitoring daily performance. Train employees in customer-service procedures, communication standards, service packages, booking processes and complaint-resolution practices. Monitor customer waiting times, booking schedules and workflow, and coordinate with operational staff to prevent delays and service disruptions. Receive, investigate and resolve complex customer complaints concerning service quality, delays, vehicle care, pricing, refunds or staff conduct. Establish procedures for recording complaints, customer feedback, corrective actions, refunds and follow-up communications. Monitor customer satisfaction through feedback, online reviews, repeat-business levels and direct customer engagement. Analyse customer-service information and recommend improvements to service packages, booking systems, staffing levels and operating procedures. Ensure customers receive accurate information about available car-wash and grooming services, prices, expected completion times and service limitations. Manage customer bookings, membership programmes, loyalty initiatives, promotional packages and corporate customer accounts. Build and maintain relationships with individual customers, fleet operators, rental-vehicle businesses and other commercial clients. Coordinate with the Director regarding service performance, customer trends, staffing requirements and opportunities to improve or expand the business. Prepare regular reports on customer complaints, service performance, customer retention, online reviews and recommended corrective actions. Participate in recruiting customer-service employees and assist with interviews, induction, training and performance reviews. Establish performance targets for customer-service staff and address training or performance issues when required. Ensure customer-service activities comply with company policies, privacy obligations, consumer-protection requirements and workplace health and safety procedures. Liaise with suppliers and service providers where equipment, payment systems or booking-system issues affect customers. Monitor cash-handling, electronic-payment and refund procedures relating to customer transactions. Represent the business professionally and promote a customer-focused culture across all areas of its operations. Pay: $35.00 – $36.00 per hour Expected hours: 32.0 per week Work Location: In person
Наблюдалась 2026-09-23, впервые 2026-09-18, источник — Indeed.