Customer Service Manager

BAMBOO DECORATORS LIMITED; Hamilton; On-site; NZD 83,000 - 89,000; Full time

Job summary

BAMBOO DECORATORS LIMITED in Hamilton is seeking a Customer Service Manager to lead client experience across projects. You will oversee all client interactions, coordinate updates with project managers and site teams, and drive service excellence throughout the project lifecycle.

With a degree in business or equivalent experience, you will manage client accounts, resolve issues, and report on satisfaction metrics.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Alternatively, minimum 3 years of proven experience in customer service management in construction or related industry.
• Experience in client accounts management and coordinating project communications.
• Strong leadership and team management skills.
• Excellent verbal and written communication in English.

Responsibilities

• Serve as the primary point of contact for clients throughout the project lifecycle.
• Build and maintain long-term client relationships and manage expectations.
• Coordinate with project managers, site teams and subcontractors for timely updates.
• Resolve client inquiries and escalate issues when needed.
• Oversee client onboarding and ensure smooth transition from sales to delivery.
• Prepare reports on client satisfaction and service performance.

Skills

Leadership

Client relationships

Customer service mgmt

Communication

Multitasking

Problem solving

Project coordination

CRM proficiency

Education

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Tools

CRM software

Microsoft Office

Job description

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BAMBOO DECORATORS LIMITED – Hamilton East, North Island

Location: 510 Grey Street, Hamilton East, Hamilton, 3210, New Zealand

Hours: 40 hours per week, full-time

Salary Range: $40– $43per hour

About Us:

BAMBOO DECORATORS LIMITED is a leading commercial interior fit-out and renovation specialist, established in 2019. We deliver high-quality commercial decoration, refurbishment, and fit-out solutions across New Zealand. We are proud of our reputation for excellence, reliability, and customer satisfaction in the competitive commercial construction sector.

About the Role:

We are seeking an experienced and customer-focused Customer Service Manager to lead our client experience operations. In this role, you will oversee all customer interactions, manage client relationships, and ensure seamless communication between our clients, project managers, and site teams. You will be responsible for managing client inquiries, coordinating project updates, resolving service issues, and driving customer satisfaction throughout the project lifecycle. This is a key leadership position that requires strong commercial awareness and the ability to deliver exceptional client experiences.

Key Responsibilities:

• Client Relationship Management: Serve as the primary point of contact for clients throughout the project lifecycle, from initial inquiry to project completion.
• Build and maintain strong, long-term client relationships and ensure client needs and expectations are understood.
• Project Communication and Coordination: Coordinate with project managers, site teams and subcontractors to provide timely updates on project progress, timelines and changes.
• Collect and assess site progress information so clients receive accurate and timely information.
• Issue Resolution and Escalation: Act as the escalation point for complex client inquiries, concerns or complaints.
• Investigate service delivery issues and work with internal teams to resolve them efficiently and professionally.
• Client Onboarding and Service Delivery: Oversee client onboarding and support a smooth transition from sales to project delivery.
• Promote high levels of customer satisfaction and consistent service standards.
• Reporting and Continuous Improvement: Prepare regular reports on customer satisfaction, feedback and service performance for senior management.
• Identify opportunities to improve client service processes and implement appropriate best practices.

Qualifications & Experience:

• A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• If the above qualification is not met, a minimum of 3 years of proven experience in customer service management, client relationship management, or a similar leadership role is required, preferably within the construction, fit-out, or building services industry.
• Proven experience in managing client accounts, coordinating project communications, and resolving customer issues.
• Strong leadership and team management skills, with the ability to motivate and develop a customer service team.
• Excellent verbal and written communication skills in English.
• Ability to multitask, prioritise workloads, and work effectively in a fast-paced construction environment.
• Strong problem-solving and decision-making skills, with a customer-focused mindset.
• Proficiency in CRM software and Microsoft Office suite.

What We Offer:

• The opportunity to work with a growing, dynamic commercial construction company with a strong reputation.
• A collaborative and supportive work environment, where your contribution directly impacts client satisfaction and business success.
• Professional development opportunities and the chance to progress within a thriving organisation.