Industry-Leading Customer Service Team Leader

6 days ago


Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,900
Customer Service Operations Manager

We are seeking a seasoned leader to oversee and elevate our customer service operations. As a pivotal member of the management team, you will lead a high-performing team of customer service specialists in delivering exceptional results.

Key Responsibilities:
  • Lead, mentor, and motivate a team of customer service professionals, fostering a culture of excellence, continuous improvement, and knowledge sharing.
  • Develop, implement, and regularly review customer service policies, procedures, and performance metrics to enhance the entire customer experience and ensure alignment with business goals.
  • Manage the employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Analyse key performance indicators to drive operational efficiency, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
  • Collaborate closely with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure seamless response to customer expectations.
Requirements:
  • Minimum 1+ years of experience in customer service management or team leadership, preferably within the automotive, trade, or related technical industry.
  • Bachelor Degree or Equivalent.
  • Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
  • Proven ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.

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