Technical Trade Leader

1 week ago

Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,000
Customer Service Manager

We are seeking a seasoned professional to lead our customer service operations and elevate the client's reputation for excellence.

This pivotal leadership role requires a hands-on manager who thrives in a technical, trade-focused environment.

Key Responsibilities:

  • Lead a team of customer service specialists, fostering a culture of high performance and continuous improvement.
  • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction 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 customer experience and align with company goals.
  • Analyse key performance metrics to drive operational efficiency and improve call handling times, first-contact resolution, and overall service quality.
  • Liaise closely with internal teams to streamline workflows and resolve escalated issues.

Technical Customer Relations & After-Sales Support:

  • Plan and implement after-sales service initiatives to proactively follow up on customer satisfaction and gather vital feedback.
  • Act as a key point of contact for escalated customer issues and utilise problem-solving skills to achieve satisfactory resolutions.
  • Work collaboratively with service agents and internal organisational units to identify trends in customer feedback and modify service offerings.

Required Skills & Qualifications:

  • Minimum 1+ years of experience in a customer service management or team leadership role.
  • Proven Bachelor Degree or Equivalent.
  • 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.
  • A proactive, problem-solving mindset with a focus on continuous improvement and customer satisfaction.
  • Solid administrative skills and proficiency with CRM systems and standard office software.

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