Customer Service Director

4 days ago

Chester Hill, New South Wales, Australia Ferngrove Pharmaceutical Full time

Ferngrove Pharmaceuticals Australia is a Contract Manufacturing facility, specializing in complementary medicines and health food products, and is looking for a Customer Service Manager to join its head office on a permanent full-time basis.

The Role:

You will lead the customer service team to deliver exceptional support and enhance customer satisfaction. The ideal candidate will possess strong leadership and communication skills, a proven track record in customer service management, and a commitment to fostering a customer-centric culture.

Key Responsibilities:

Leadership and Team Management

• Lead, manage, and oversee the customer service team to ensure high standards of customer satisfaction.

Customer Experience Strategy

• Develop and implement strategies to improve customer experience and streamline service processes.

Collaboration and Communication

• Collaborate closely with internal teams (sales, supply chain, and production) to ensure timely delivery and resolution of customer issues.

Issue Resolution and Quality Assurance

• Handle customer complaints and escalations, ensuring prompt and effective resolution.

Performance Monitoring and Improvement

• Monitor key performance indicators (KPIs) for the customer service department, ensuring targets are met and exceeded.

Training and Development

• Train, mentor, and motivate the customer service team to achieve their full potential.

Key Requirements:


• At least Advance Diploma level qualification in the related field.


• Minimum 5 years' experience in a similar role


• English and Mandarin bilingual language skills are essential


• Strong leadership and team management abilities


• Excellent problem-solving skills and attention to detail


• Strong communication and interpersonal skills

Please note that candidates without the essential criteria will not be considered for this position. Only submit your CV if you fit the description above and we will contact you upon review of your application.

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