Customer Journey Manager

1 week ago

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

We are seeking a strategic leader to oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.

Key Responsibilities:
  • Lead and motivate a team of customer service specialists.
  • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure the team is equipped to handle complex technical inquiries and provide accurate, expert advice.
Customer Service Strategy & Process Improvement:
  • 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.
  • Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
Technical Customer Relations & After-Sales 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 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 a technical industry.
  • Proven Bachelor Degree or Equivalent.
  • Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with clients and liaise effectively with internal technical staff.
  • A proactive, problem-solving mindset with a focus on continuous improvement and customer satisfaction.

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