Customer Service Leader Opportunity

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomerServiceManager Full time $76,515 - $78,300
Customer Service Manager Role

We are seeking an experienced customer service leader to oversee the entire customer journey and ensure every interaction reinforces our client's reputation for excellence and expertise.

You will be responsible for leading, mentoring, and motivating a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.

  • Foster a culture of high performance, continuous improvement, and technical knowledge sharing.
  • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.

About the Role:

This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment.

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

Key Duties & Responsibilities:

  1. Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
  2. Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  3. Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.

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 your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.

Skills & Experience Required

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.

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