Client Service Manager

Motocity Limited, is a car dealership specialising in new and/or used vehicles and associated vehicle servicing, is seeking an experienced and customer-focused Client Service Manager to lead and enhance our customer service operations in the Auckland region.

The ideal candidate will be professional, solution-oriented, and committed to delivering a highstandard of customer experience across sales, servicing, and after-sales support. This role plays a key part in maintaining customer satisfaction, managing client relationships, and supporting the overall growth and reputation of the dealership.

Key Responsibilities

• Manage end-to-end client service functions for wholesale, corporate, and retail customers.
• Oversee order processing, enquiries, complaints, returns, and service follow-ups.
• Develop and implement service standards, response protocols, and escalation procedures.
• Ensure timely and accurate communication with clients regarding orders, production timelines, and deliveries.

• Act as the primary point of contact for key B2B clients, distributors, and corporate accounts.
• Maintain long-term relationships to support repeat business and contract renewals.
• Monitor customer satisfaction, address service gaps, and implement improvement initiatives.
• Support retail customer service channels including in-store, phone, email, and online enquiries.

• Supervise client service staff and allocate workloads efficiently.
• Recruit, train, and coach team members on systems, products, and customer service standards.
• Conduct performance reviews and implement service quality improvement plans.

• Review and optimise customer service workflows, CRM systems, and reporting processes.
• Work closely with production, warehouse, and logistics teams to resolve operational

• Ensure compliance with consumer guarantees, privacy requirements, and company

policies.

• Prepare service performance reports including response times, complaint trends, and

• Analyse customer data to identify service risks, growth opportunities, and retention

• Contribute to business planning, service forecasting, and client engagement strategies.

• Handle escalated client complaints and complex service disputes.
• Investigate service failures, implement corrective actions, and prevent recurrence.
• Represent the business professionally in high-value or sensitive client matters.

• Minimum of 30 hours per week
• Hourly pay rate: $32 – $40 per hour, depending on skills and experience
• Availability to work weekends when required to meet customer and operational needs

• Minimum 2 years’ relevant work experience in customer service management, client services, or Marketing, or sales
• Strong interpersonal and communication skills with a customer-focused approach.
• Excellent problem-solving, coordination, and organisational skills.
• High attention to detail and ability to manage sensitive customer issues professionally.
• Proven ability to manage multiple tasks in a fast-paced, customer-facing environment. Ability to work collaboratively with management and operational teams.