Customer Service and Operations Manager (Alexandria)

Casa Blanco is a luxury interiors brand recognised for its refined aesthetic, timeless craftsmanship and curated collection of furniture, lighting and décor. We create elevated spaces for discerning residential and commercial clients across Australia and internationally. We are seeking a Customer Service & Operations Manager to lead the client experience across every stage of the customer journey. This role is ideal for someone who is highly organised, solutions-focused and passionate about delivering exceptional service within a luxury environment. The Role As the Customer Service & Operations Manager, you will be responsible for ensuring every client interaction reflects the Casa Blanco standard. You will oversee customer communication, order coordination and after-sales support while helping streamline operational processes that support the customer experience. This is a client-facing role requiring a polished communicator who can manage relationships with professionalism, warmth and attention to detail. Key Responsibilities Customer Experience
- Deliver an exceptional customer experience across phone, email, live chat and showroom enquiries
- Manage customer orders from purchase through to delivery and after-sales support
- Proactively communicate order updates, lead times and delivery scheduling with clients
- Resolve customer concerns efficiently and professionally while maintaining a luxury service standard
- Build strong relationships with residential, trade and commercial clients
- Ensure all customer interactions align with the Casa Blanco brand experience
- Handle escalated customer issues with care, confidence and discretion Operations & Coordination
- Coordinate daily order processing and ensure accuracy across all customer orders
- Liaise with, freight providers and internal teams to ensure smooth order fulfilment
- Support operational improvements that enhance the customer journey and internal efficiency
- Maintain accurate records across CRM and operational systems
- Assist with workflow management and process optimisation across customer service operations Team & Brand Support
- Help establish and refine customer service procedures and standards
- Work closely with the sales and leadership teams to improve service delivery
- Contribute to a positive, collaborative and solutions-oriented workplace culture
- Uphold the visual and experiential standards of a luxury interiors brand Skills & Experience
- 3+ years experience in customer service, client relations or operations coordination
- Experience within luxury retail, interiors, furniture or hospitality preferred
- Exceptional written and verbal communication skills
- Solid problem-solving ability with a calm and professional approach
- Highly organised with strong attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Experience with CRM or order management systems preferred What We Offer
- Opportunity to work within a growing luxury interiors brand
- Creative and collaborative work environment
- Career growth opportunities within an expanding business
- Exposure to premium residential and commercial projects
- Competitive salary package based on experience Pay: $70,000.00 – $90,000.00 per year Work Location: In person Apply on Kit Job: kitjobau.com/job/3pttbc