Technical Customer Support Professional

3 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,515 - $78,800
About Our Team

We are seeking a seasoned Customer Service Manager to lead our client's customer service operations.

This pivotal leadership role thrives in a technical, trade-focused environment.

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

Responsibilities:
  • 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 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.
  • 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.
Requirements:
  • 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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