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Customer Service Manager

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Brisbane, Queensland, Australia beBeeManager Full time $76 - $78
Job Description

This is a pivotal role designed for a proactive individual who thrives in a fast-paced environment. The Customer Service Manager will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.

Key Responsibilities
  • Lead, mentor, and motivate a team of customer service specialists.
  • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure the 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 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.
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.
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.
Benefits
  • Competitive salary range: $76,515 - $78,000 depending on skill level and work experience + superannuation.
  • Generous leave options, including fertility, parental & volunteering leave.
  • Opportunities for career growth and professional development.