Customer Service Manager (CSM) at nath

Job Description Develop, implement, and review policies, programs, and procedures concerning customer relations and the cleaning services provided. Maintain sound customer relations by promptly addressing client inquiries, complaints, and feedback. Plan and implement after‑sales services to follow up on customer satisfaction, ensure performance of services delivered, and modify services where required. Coordinate service schedules and ensure cleaning teams meet client expectations. Provide direction, guidance, and feedback to the customer service team. Assist with recruitment, onboarding, and training of new team members, including training on cleaning standards and safety procedures. Conduct quality checks and provide feedback to cleaning staff on service performance. Ensure operational efficiency within the customer service function, including call handling, service scheduling, and follow‑ups. Monitor key performance metrics to ensure service quality and customer satisfaction. Track and manage cleaning supplies and equipment to support efficient service delivery. Liaise with other organizational units, service agents, and customers to identify and respond to expectations. Collaborate with cleaning teams to address customer needs and service improvements. Coordinate with suppliers and vendors to ensure availability and quality of cleaning products and equipment. Review customer feedback to identify areas for service enhancement. Recommend and implement changes to policies, procedures, or services to increase customer satisfaction and operational performance. Analyze service data to improve cleaning procedures, efficiency, and client experience. Qualifications Previous experience of at least one year in a managerial or similar role. Alternatively, a diploma or higher-level qualification. Ability and willingness to work seven days a week, including weekends and public holidays. Strong attention to detail and a commitment to high standards of cleanliness. Reliability, punctuality, and the ability to follow instructions. Guaranteed minimum of 30 hours per week. Competitive hourly wage of NZD $30‑40 per hour. Reliable commute or planning to relocate before starting work. Ongoing training and support to develop your skills. A positive and team‑focused work environment. Benefits Competitive hourly wage of NZD $30‑40 per hour. Work location: In person (Auckland City). #J-18808-Ljbffr