Excellent Leadership Opportunities

2 weeks ago


Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,000
Job Title:

Customer Service Leader

About the Role:

We seek an experienced Customer Service Leader to spearhead our client's customer service operations. This pivotal leadership role requires a hands-on manager who excels in a technical environment.

Key Responsibilities:
  • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and knowledge sharing.
  • Manage the employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide direction, feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate advice.
Service Strategy & Process Improvement:
  • Develop and implement customer service policies, programs, and procedures to enhance the entire customer experience and align 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 unified response to customer expectations.
Technical Customer Relations & Support:
  • Plan and implement after-sales service initiatives to proactively follow up on customer satisfaction, ensure part performance, 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 organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.


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