Service Operations Manager

2 weeks ago

Byron Bay, Australia beBeeCustomer Full time $80,000 - $130,000
Customer Service Team Lead

We are seeking an experienced Customer Service Team Lead to join our dynamic team. As a key member of our operations team, you will play a crucial role in driving customer satisfaction and loyalty.

The Role:
  • Operational Management: Coordinate day-to-day activities and rostering of the customer service team to ensure seamless execution and high productivity levels.
  • Team Development: Coach team members to maintain exceptional CSAT and NPS scores by providing constructive feedback and guidance.
  • Customer Resolution: Effectively tackle customer escalations and disputes through to resolution, ensuring timely and satisfactory outcomes.
  • Brand Reputation: Own Smart Energy's reputation on all customer-facing review platforms by monitoring and addressing any negative reviews promptly.
  • LMS Development: Collaborate with stakeholders to develop and implement a comprehensive LMS that trains new team members to a consistently high standard.
About You:
  • Minimum 1-2 years of leadership experience in a customer-facing environment.
  • Strong interpersonal skills with the ability to motivate and empower team members effectively.
  • Excellent problem-solving skills with a proven track record of handling challenging situations.
  • Able to work autonomously in a rapidly growing environment and adapt to changing priorities.
  • Keen interest in process mapping and continuous improvement.
  • Proficient in Google Workspace, with bonus points for experience with Sheets/Excel.

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