2025-09-30 to 2025-11-01

SKILL MATCH RECRUIT
PORT KENNEDY, WA
CUSTOMER SERVICE MANAGER
FULL-TIME PERMANENT

Our Client is a medium-sized migration agency dedicated to providing comprehensive immigration and visa services to individuals and corporations. With a strong commitment to excellence and a focus on client satisfaction, we have built a reputation for delivering successful outcomes to our clients. As part of our continued growth, we are seeking a Customer Service Manager to join our dynamic team.

Job Summary: As the Customer Service Manager, you will play a pivotal role in ensuring our clients receive exceptional service and support throughout their migration journey. You will oversee a range of customer-focused tasks, incorporating elements of corporate services management to enhance our overall client experience.

Key Responsibilities:

1. Team Leadership: Lead, mentor, and develop the team, ensuring they provide top-notch assistance and support to clients.

1. Client Engagement: Foster positive relationships with clients, understanding their needs and concerns, and ensuring their satisfaction throughout the migration process.

1. Operational Excellence: Streamline and optimize customer service processes and procedures to enhance efficiency and effectiveness.

1. Compliance: Ensure that all customer service activities comply with relevant laws, regulations, and industry standards, especially in the context of immigration services.

1. Corporate Services Integration: Incorporate elements of corporate services management to improve the client experience, such as facilities for in-person meetings, technology support for clients, and coordination with corporate clients.

1. Issue Resolution: Oversee the resolution of client inquiries, concerns, and complaints, working closely with other departments to address complex issues.

1. Stakeholder Collaboration: Collaborate with other departments, including corporate services, HR, and legal, to provide comprehensive support to clients and ensure a seamless migration process.

1. Reporting: Generate regular reports on customer service performance, client feedback, and key performance indicators for senior management.

1. Budget Management: Assist in managing budgets related to customer services and corporate services, ensuring cost-effectiveness while maintaining high-quality standards.

1. Technology Integration: Evaluate, implement, and manage technology solutions to enhance the client experience, such as customer relationship management (CRM) software and communication tools.

1. Facilities Management: Oversee facilities related to client meetings and interactions, ensuring a welcoming and professional environment.

Qualifications & Experience:

• Proven experience in customer service management.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills.
• Knowledge of relevant immigration laws and regulations.
• Proficiency in technology and software related to customer service and CRM systems.
• Commitment to maintaining a positive client experience.
• Budget management expertise.