Support Specialist

1 day ago

Brisbane, Queensland, Australia beBeeCustomer Full time $76,515 - $78,000
Customer Service Leadership Opportunity

We are seeking a highly skilled and motivated Customer Service Manager to drive our client's customer service operations forward.

This is a pivotal leadership role designed for an experienced 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.

  • Lead, mentor, and motivate 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 development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide expert advice.
Key Responsibilities & RequirementsLeadership & Development
  • Leadership & Development
    • Develop, implement, and regularly review customer service strategies, policies, and procedures to enhance the entire customer experience and ensure alignment with company objectives.
    • 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 internal teams to streamline workflows, resolve escalated issues, and ensure a seamless response to customer expectations.
  • Technical Customer Relations & 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.
    • Work collaboratively with service agents and internal units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

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