Customer Service Operations Manager
2 days ago
We are seeking an experienced Senior Customer Service Lead to drive and elevate our customer service operations. This pivotal leadership role is designed for a hands-on manager who thrives in a fast-paced environment, with a strong focus on coaching and mentorship.
This position involves overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise. You will lead a team dedicated to providing exceptional service to knowledgeable B2B clients, requiring a blend of people leadership, process improvement, and deep understanding of customer needs in a technical industry.
Key Responsibilities:
• 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.
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 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.
• A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.
• Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
• A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
• Solid administrative skills and proficiency with CRM systems and standard office software.
-
Customer Service Van Sales Representative
4 weeks ago
Brisbane, Queensland, Australia Valvoline Global Operations Full timeJoin to apply for the Customer Service Van Sales Representative role at Valvoline Global Operations2 days ago Be among the first 25 applicantsJoin to apply for the Customer Service Van Sales Representative role at Valvoline Global OperationsWhy Valvoline Global Operations?AtWhy Valvoline Global Operations?At Valvoline Global Operations, we're proud to be The...
-
Customer Service Van Sales Representative
4 weeks ago
Brisbane, Queensland, Australia Valvoline Global Operations Full timeJoin to apply for the Customer Service Van Sales Representative role at Valvoline Global Operations2 days ago Be among the first 25 applicantsJoin to apply for the Customer Service Van Sales Representative role at Valvoline Global OperationsWhy Valvoline Global Operations?AtWhy Valvoline Global Operations?At Valvoline Global Operations, we're proud to be The...
-
Customer Service Van Sales Representative
2 weeks ago
Brisbane, Queensland, Australia Valvoline Global Operations Full timeJoin to apply for the Customer Service Van Sales Representative role at Valvoline Global Operations2 days ago Be among the first 25 applicantsJoin to apply for the Customer Service Van Sales Representative role at Valvoline Global OperationsWhy Valvoline Global Operations?AtWhy Valvoline Global Operations?At Valvoline Global Operations, we're proud to be The...
-
Customer Service Operations Manager
14 hours ago
Brisbane, Queensland, Australia beBeeCustomer Full time $76,515 - $78,000Job Title: Customer Service Operations ManagerThe ideal candidate will be a seasoned professional with a proven track record of leading high-performing customer service teams in a fast-paced technical environment. As a key member of our organization, you will play a pivotal role in driving exceptional customer experiences and elevating our client's...
-
Brisbane, Queensland, Australia beBeeCustomerService Full timeJob TitleWe are seeking an experienced and dynamic customer service operations manager to lead our customer service operations. This leadership role requires a hands-on manager who thrives in a technical, trade-focused environment.You will oversee the entire customer journey, from inquiry to post-sales support, ensuring interactions reinforce our client's...
-
Brisbane, Queensland, Australia Shannons Pty Full timeTake the next step. Be part of something bigger at Suncorp.Sydney - Inner Suburbs & CBD, Newcastle, Brisbane - Inner Suburbs & CBD, Adelaide, Melbourne - Inner Suburbs & CBD, VariousLead strategic operations for a beloved Australian motoring brandDrive performance, customer experience, and operational excellence across Shannons—including service centres,...
-
Customer Service Operator
3 weeks ago
Brisbane, Queensland, Australia Buscojobs Full timeJoin Knauf – A Global Leader in Building SolutionsDiscounted Health InsuranceDiscounted Gym MembershipDiscounted Qantas Club Membership14 Weeks Paid Parental LeaveAt Knauf, we're not just building materials; we're building solutions that redefine how the world constructs. With a presence in 90 countries, multiple brands, and over 41,500 employees...
-
Operations Coordinator, Customer Service
2 weeks ago
Brisbane, Queensland, Australia Queensland Government Full timeAbout Us TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State, with a history of serving Queensland communities for more than 140 years.Education At TAFE Queensland, we hold true to our values and keep our customers at the centre of everything we do.By living these values we continue to...
-
Customer Service Operations Leader
2 days ago
Brisbane, Queensland, Australia beBeeCustomer Full timeJob DescriptionWe are seeking a Customer Service Operations Leader to oversee the entire customer journey, from initial inquiry to post-sales support. This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment.You will lead a team dedicated to providing exceptional service to a knowledgeable B2B...
-
Manager Customer Services
17 minutes ago
Brisbane, Queensland, Australia Buscojobs Full timeCustomer Service Manager – Archerfield, QueenslandLocation: rcherfield, QLD, 4108Full-Time: Immediate startJob Title: Customer Service ManagerSalary range: $76,515 - $78,000 depending on skill level and work experience + superannuation.Job Closure date: 30 daysJob DescriptionAbout the Role: We are seeking an experienced and dynamic Customer Service Manager...
