Strike Bowling Wintergarden Casuals
10 hours ago
Location: Archerfield, QLD 4108
Job Title: Customer Service Manager
Status: Full-Time | Immediate start
Salary: $76,515 - $78,000 per year + superannuation
About the Role
We are seeking an experienced and dynamic Customer Service Manager to lead and elevate our client's customer service operations. This hands-on leadership role focuses on managing the full customer journey for a knowledgeable B2B clientele in a technical industry. You will lead a team dedicated to exceptional service, combining people leadership, process improvement, and a strong understanding of customer needs in a technical environment.
Responsibilities
- Lead, mentor, and motivate a team of customer service specialists, fostering high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team handles complex technical inquiries and provides accurate, expert advice.
- Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
- Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
- Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
- Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
- Act as a key point of contact for escalated customer issues, utilising your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
- Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.
Qualifications & Skills
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
- Bachelor's Degree or Equivalent.
- Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.
- Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
- A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
- Solid administrative skills and proficiency with CRM systems and standard office software.
How To Apply
If you are a strategic leader passionate about driving customer excellence in a technical field, we would love to hear from you. Please click 'Apply Now' to submit your resume and a cover letter outlining your suitability for this role. Only shortlisted candidates will be contacted. All applications will be treated with the strictest confidentiality.
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