About

Position Title: Customer Service Manager
Company: Majors Group Australasia Pty Ltd
Location: Silverwater 2128
Employment Type: Full-time
Salary: $80,000 plus superannuation
COMPANY OVERVIEW/ POSITION SUMMARY
Majors Group provides comprehensive solutions including specialized frozen yogurt machines, premium ingredients, and complete repair services to franchise operators and independent businesses. The Customer Service Manager ensures consistent service delivery standards across this expanding client base while supporting the company's market leadership position in the frozen yogurt industry.
The position requires strategic oversight of customer service operations to support continued business growth, manage increasing service demands from expanding franchise networks, and maintain the high service standards that underpin Majors Group's market dominance in this specialized food service sector.
KEY RESPONSIBILITIES
• Develop, implement, and review customer service policies, procedures, and performance standards to support the full customer service lifecycle and maintain consistent service quality.
• Manage escalated customer enquiries and complex complaints, resolving issues relating to equipment performance, ingredient supply, flavour quality, and technical support that exceed frontline capability.
• Maintain and strengthen key client relationships, consulting with customers to identify service requirements and coordinating with internal teams (food technologists, sales, and technical services) to meet operational and product needs.
• Plan and coordinate ongoing service delivery, including ingredient supply chain continuity, flavour rotation schedules, equipment maintenance, technical fault resolution, and after-sales support to ensure uninterrupted client operations.
• Lead and supervise customer service staff, providing coaching, performance reviews, recruitment support, and ensuring strong communication and collaboration with State Service Managers and cross-functional departments.
• Monitor service performance and implement quality assurance processes, preparing reports for senior management and ensuring service delivery, equipment uptime, ingredient standards, and flavour quality meet organisational KPIs etc.

REQUIRED SKILLS & EXPERIENCE
• A Diploma qualification in Business Management, or at least three years of relevant work experience in the customer service manager sector, including a minimum of two years in a leadership role.
• Excellent communication and relationship building skills
• Demonstrated ability to drive improvements in service delivery and operational workflows
• Understanding of key metrics driving success
• Strong problem-solving skills
• Ability to empower and manage teams to achieve operational objectives
• Advanced skills in MS Office applications and experience with data management platforms