Senior Customer Service Leader

2 days ago

Brisbane, Queensland, Australia beBeeManager Full time $76,515 - $78,000
Customer Service Manager

We are seeking an experienced and dynamic leader to oversee our customer service operations. This pivotal role is designed for a hands-on manager who thrives in a technical, trade-focused environment.

The ideal candidate will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.

  • Lead and develop a team of customer service specialists, fostering a culture of 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 is equipped to handle complex technical inquiries and provide accurate, expert advice.

Key responsibilities include:

Team Leadership & Development:
  • Develop and implement effective leadership strategies to drive team performance and growth.
  • Identify and address areas for improvement, implementing solutions to enhance team productivity and efficiency.
Customer Service Strategy & Process Improvement:
  • Design and implement customer service policies, programs, and procedures to enhance the 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.
Technical Customer Relations & After-Sales Support:
  • 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 problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.

Required skills and qualifications:

  • 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.
  • Proven Bachelor 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.

Benefits:

  • A competitive salary package and opportunities for career progression in a leading organisation.
  • The chance to work in a dynamic and innovative environment, contributing to the success of our business.
  • A comprehensive benefits package, including access to ongoing training and development opportunities.

Others:

  • Be part of a high-performing team contributing to the success of our organisation.
  • Enjoy a positive and supportive work environment, with opportunities for growth and advancement.

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