Senior Technical Customer Experience Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomer Full time $76,515 - $78,000
Job Description:\

Customer Service Manager

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

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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.

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As a key point of contact for escalated customer issues, you will utilise your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.

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Key Responsibilities:

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  • 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.\
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Customer Service Strategy & Process Improvement:

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  • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.\
  • 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.\
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Technical Customer Relations & After-Sales Support:

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  • 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.\
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Required Skills and Qualifications:

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  • 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.\
  • Demonstrated 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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Benefits:

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  • Salary range: $76,515 - $78,000 depending on skill level and work experience + superannuation.\
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Others:

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For this role, please submit your resume and a cover letter outlining your suitability for the position. Only shortlisted candidates will be contacted.

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