Technical Customer Service Team Lead

2 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time
Customer Service Position

This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment. The successful candidate will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support.

The ideal candidate will have a proven track record of developing and implementing customer service procedures, SLAs, and performance metrics. They will also have experience in leading, developing, and inspiring a team in a fast-paced environment.

A strong understanding of customer needs in a technical industry is essential for this role. Additionally, the candidate should have exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.

About the Role:
  • Develop and implement customer service strategies and policies to enhance the overall customer experience.
  • Analyse key performance metrics to drive operational efficiency within the customer service centre.
  • Liaise closely with the technical, sales, and warehouse teams to streamline workflows and resolve escalated issues.
Key Duties & Responsibilities:
  • Lead, mentor, 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.
Skills & Experience Required:
  • A minimum of 1+ years of experience in a customer service management or team leadership role.
  • 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.
  • Exceptional communication and interpersonal skills.
Benefits:
  • A competitive salary range.
  • A comprehensive benefits package.
  • Opportunities for professional growth and development.

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