Customer Service Excellence Lead

2 days ago

Brisbane, Queensland, Australia beBeeLeadership Full time
Customer Service Manager Job

Lead a team of customer service specialists, fostering high performance and continuous improvement.

About the Role:

We are seeking an experienced and dynamic Customer Service Manager to oversee the entire customer journey, from inquiry to post-sales support. This is a pivotal leadership role for a hands-on manager in a technical, trade-focused environment. You will focus on people leadership, process improvement, and understanding customer needs in a technical industry.

Key Duties & Responsibilities
  • Manage recruitment, onboarding, training, performance reviews, and professional development for your team.
  • Develop and review customer service policies, programs, and procedures to enhance the customer experience.
  • Analyze performance metrics to improve call handling times, first-contact resolution, and service quality.
  • Collaborate with technical, sales, and warehouse teams to streamline workflows and resolve escalated issues.
  • Plan and implement after-sales service initiatives to follow up on customer satisfaction and gather feedback.
  • Handle escalated customer issues, using problem-solving skills and technical understanding.
Skills & Experience Required
  • At least 1+ years of experience in customer service management or team leadership, preferably in the automotive, trade, or technical industry.
  • Bachelor Degree or Equivalent.
  • Experience in developing customer service procedures, SLAs, and performance metrics.
  • Ability to lead, develop, and inspire a team in a fast-paced environment.
  • Exceptional communication and interpersonal skills.
  • Proactive, problem-solving mindset focused on customer satisfaction.
How To Apply:

If you have a passion for driving customer excellence in a technical field, please apply by submitting your resume and cover letter. All applications will be treated confidentially.

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