Customer Service Manager
2 weeks ago
This brand represents some of Australia's most loved beauty and wellbeing products. From skincare to lifestyle essentials, their portfolio brings together iconic home-grown brands that inspire confidence, self-care, and wellbeing.
About the Role
We're seeking an experienced and driven Customer Service Manager to lead our service team in delivering a seamless customer journey across both business-to-business (B2B) and business-to-consumer (B2C) channels.
In this hands-on leadership role, you'll oversee day-to-day operations, ensure service level agreements (SLAs) are consistently achieved, and champion process improvements that enhance both efficiency and the customer experience. Using Zendesk and Pronto, you'll play a key role in making sure our customers and partners receive fast, accurate, and caring support.
This role requires an immediate start within an initial 3 month commitment with a strong potential for extension and even permanency.
What you'll be doing:
- Leading and coaching a customer service team to deliver exceptional support across calls, emails, and customer touchpoints.
- Managing workflows in Zendesk and Pronto, ensuring smooth order processing and service delivery.
- Monitoring and reporting on SLA performance, implementing strategies to improve outcomes.
- Building and maintaining strong relationships with B2B clients, retail partners, and B2C customers.
- Acting as the escalation point for complex customer issues, ensuring timely and positive resolutions.
- Driving service excellence and embedding a culture of care that reflects the beauty and wellbeing industry.
What we're looking for:
- Proven experience managing a customer service or contact centre team or working in a senior customer service role.
- Knowledge of Zendesk and Pronto (or similar systems).
- A track record of successfully delivering against SLAs.
- Exceptional communication and relationship-building skills.
- Attention to detail, resilience, and the ability to adapt in a fast-paced environment.
- A proactive leader with a passion for creating standout customer experiences.
Why join us?
- Be part of a company that's home to Australia's most iconic beauty & wellbeing brands.
- Receive an early finish on Fridays and generous product discounts.
- Lead a passionate, customer-first team with genuine impact.
- Work in a collaborative environment where your leadership supports self-care and wellbeing for customers nationwide.
- 100% in-office role – immerse yourself in our collaborative culture and team.
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