Customer Service Manager

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey. Hours of work: Minimum 30 hours per week, Maximum 50 hours per week, shifted by roster from Monday to Sunday We are a professional cleaning and linen service company based in Auckland, specializing in cleaning for Airbnb and short-term rental properties. We provide high-quality cleaning, commercial linen services, guest turnover support, and property presentation solutions for hosts and property managers across Auckland. Our commitment to reliability, attention to detail, and exceptional customer service has helped us build a strong reputation within the short-term accommodation industry. Due to continued business growth and increasing demand for our services, we are looking for a dedicated and proactive Customer Service Manager to join our team. Requirements: A qualification equivalent to a New Zealand NZQF Diploma qualification in management Or have at least 2 years of relevant working experience Demonstrates excellent communication skills; Physically well to work under pressure during peak time. Duties and responsibilities: Develop and review customer service standards, policies and procedures, including customer feedback and complaint-handling procedures. Design and supervise staff training materials, customer questionnaires, service agreements, service guides and operational guidelines. Leading, supervising, motivating, and developing customer service staff to achieve performance targets and service excellence. Providing direction, coaching, performance feedback, and training to team members. Assisting with recruitment, onboarding, and retention of customer service employees. Monitoring operational efficiency within customer communication channels, including phone, email, and online platforms. Oversee and apply the customer service policy by regular survey on established business policies and standards, such as after sales service, fees refund policy and process, personnel requirement, crisis handling, etc. Managing customer complaints and ensuring timely and effective resolutions. Liaising with property owners, contractors, customers or other third parties to identify and respond to customer expectations and business needs. Undertake administrative duties associated with customer service operations, staff performance and service reporting. Any other duties may be required by the business Applicants for this position should have NZ residency or a valid NZ work visa #J-18808-Ljbffr