Customer Service Manager

Job description

Position: Customer Service Manager

Type: Full-time

Salary: AUD 90,000/year

Employer: Dragon East Pty Ltd (Dragon Tours)

Location: 179 Lyons St, Bungalow QLD 4870, Australia

About us:

Dragon East Pty Ltd (Dragon Tours) is a premium luxury transport and touring company based in Cairns and Port Douglas. We operate a high-end fleet including Maserati, Tesla, Jaguar, and Mercedes, and are recognised as a market leader in luxury ground transport in the region.

We provide exceptional private touring experiences for VIP and leisure clients, delivering personalised journeys that showcase the very best of Cairns and Port Douglas. Our tours are designed with comfort, style, and attention to detail at the highest standard.

Position Available:

We are hiring a FULL-TIME Customer Service Manager to join our team. You will manage the customer service team, handle customer inquiries, and make sure our customers are happy.

Ideal candidates will have experience in customer service or team management. Good communication skills, a helpful attitude, and the ability to solve problems are highly valued.

This is a great opportunity to grow with our team and help run the customer service operations of a dynamic, growing business.

Responsibilities:

1. Set the service standard: Write and maintain the playbooks for how we handle bookings, airport transfers, private charters and tour deliveries, so every client gets the same premium experience whether they book a Tesla transfer or a full-day Daintree tour.

2. Lead and grow the team: Coach our booking agents and chauffeurs, run performance check-ins, and help hire and onboard new staff who fit our luxury hospitality standard.

3. Keep the team performing: Manage rosters around Cairns' peak seasons, motivate staff during high-volume periods, and run training on local knowledge and guest handling.

4. Close the loop after the sale: Follow up with clients after their trip, monitor Tripadvisor and Google reviews, and turn feedback into concrete changes to our vehicles, tours and service delivery.

5. Connect the business: Work closely with fleet, reservations, hotels and cruise partners to understand what clients expect and make sure we deliver it, stepping in personally when a request gets complicated.

Requirements:

Diploma or higher degree plus at least 4 years of relevant experience.

What we offer:

1. Rewarding Salary: $90,000 per year package.

2. Career Growth: We support your development with ongoing training and clear progression opportunities.

3. Supportive Team: Become part of a friendly, close-knit team with a positive and collaborative culture.