Ferngrove Pharmaceuticals Australia is a licensed Contract Manufacturing facility, specializing in complementary medicines and health food products. The company is looking for an experience Customer Service Manager to join us in our head office on a permanent full-time basis. The Role: You will lead the customer service team to deliver exceptional support and enhance customer satisfaction. The candidates will be performing the below mentioned duties. The ideal candidate will possess strong leadership and communication skills, a proven track record in customer service management, and a commitment to fostering a customer-centric culture. Key responsibilities include, but are not limited to: • Lead, manage, and oversee the customer service team to ensure high standards of customer satisfaction. • Develop and implement strategies to improve customer experience and streamline service processes. • Collaborate closely with internal teams (sales, supply chain, and production) to ensure timely delivery and resolution of customer issues. • Handle customer complaints and escalations, ensuring prompt and effective resolution. • Monitor key performance indicators (KPIs) for the customer service department, ensuring targets are met and exceeded. • Identify opportunities for service improvements and provide recommendations to senior management. • Train, mentor, and motivate the customer service team to achieve their full potential. • Ensure compliance with company policies and relevant regulations within the pharmaceutical industry. Key requirements: • At lease Advance Diploma level qualification in the related field. • Minimum 5 years’ experience in a similar role • English and Mandarin bilingual language skills are essential • Strong leadership and team management abilities • Excellent problem-solving skills and attention to detail • Strong communication and interpersonal skills Please note, candidates without the essential criteria described above will not be considered for this position. Please only submit your CV if you fit the description above and we will come back to you upon review of your application. To apply online please click the 'Apply' button below