Account Service Operations Lead

2 weeks ago

Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,000
Job OpportunitySenior Account Service Manager Position

We are seeking an experienced Senior Account Service Manager to lead our customer service operations. This role requires a seasoned leader who can foster a high-performance culture and drive continuous improvement.

  • Lead a team of customer service specialists, promoting collaboration, knowledge sharing, and growth opportunities.
  • Manage the employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily guidance, constructive feedback, and coaching to ensure the team is equipped to handle complex inquiries and provide expert advice.
Main Responsibilities:
  • Develop and implement customer service policies, programs, and procedures to enhance the customer experience and align with business objectives.
  • Analyse key performance metrics to drive operational efficiency in the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
  • Liaise closely with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a unified response to customer expectations.

The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service.

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