Data Insights Customer Experience Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomerSupport Full time $76,515 - $78,300
Job Title: Data Insights Support Officer

We are seeking a dynamic and experienced professional to lead our customer service operations.

Key Responsibilities:
  • Team Leadership: Lead, mentor, and motivate a team of data analysts to foster high performance and continuous improvement.
  • Employee Management: Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Customer Service: Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate expert advice.
  • Policy Development: Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the customer experience and align with company goals.
  • Performance Analysis: Analyze 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.
Requirements:
  • A minimum of 1+ years of experience in a customer service management or team leadership role, preferably in a technical industry.
  • Proven Bachelor Degree or Equivalent.
  • Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with clients and liaise effectively with internal staff.
  • A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.

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