Customer Service Manager

1 week ago

Sydney, Australia Exquisite Brows Pty Ltd Full time

**Job Title**: Customer Service Manager
**Location**: Various Exquisite Brows & Spa Locations
**Salary**: $80,000-$90,000 + Superannuation

**About Us**:
Exquisite Brows & Spa is a premier beauty brand with multiple locations across Australia, dedicated to enhancing our clients’ confidence through expert services and exceptional care. With a strong commitment to quality and client satisfaction, our salons offer a wide range of beauty treatments, including threading, waxing, facials, lash & brow tinting, eyelash extensions etc. We pride ourselves on using only the highest quality products and delivering personalised service in a luxurious and welcoming environment.

As we continue to grow, we are seeking a passionate and experienced **Customer Service Manager** to ensure every client receives an outstanding experience from the moment they walk in.

**Key Responsibilities**:

- Developing, reviewing and refining salon policies, service programs, and procedures to ensure exceptional customer experiences, address client concerns effectively and maintain high standards in beauty and wellness services.
- Providing clear direction and constructive feedback to beauticians, other team members and reception staff, while also participating in the recruitment, onboarding, and training of new employees to uphold the salon’s quality and brand image.
- Leads, motivates, and supports staff across all branches to promote superior customer service, encourage ongoing professional development, and maintain a positive workplace culture.
- Planning and execution of aftercare and client follow-up initiatives to assess satisfaction, evaluate treatment results, and gather insights for continuous improvement and enhanced client loyalty.
- Prepares monthly reports on customer satisfaction and service performance.
- Liaising with product suppliers, internal departments, and clients to understand evolving beauty trends and expectations, address service-related issues, and coordinate enhancements to ensure customer needs are met and exceeded.
- Supports the promotion and management of customer loyalty programs.
- Performs random service audits to ensure compliance with company standards.

**Qualifications**:

- Minimum 2-3 years of experience in a customer service management role, preferably in a beauty, wellness, or hospitality setting.
- Qualification in Business Administration or Business required
- Excellent leadership, communication, and interpersonal skills.
- A customer-first mindset with a proactive approach to problem-solving and team support.
- Ability to manage multiple priorities and work in a fast-paced, client-focused environment.
- Passion for the beauty and wellness industry and a commitment to delivering exceptional service.

**Job Types**: Full-time, Permanent

Pay: $80,000.00 - $90,000.00 per year

Schedule:

- 12 hour shift
- 8 hour shift

**Education**:

- Bachelor Degree (preferred)

**Experience**:

- Customer service: 3 years (required)

Work Authorisation:

- Australia (required)

Work Location: In person

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