Customer Service Operations Specialist

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,515 - $78,000
Customer Service Expert

We are seeking a Customer Service Expert to lead and elevate our customer service operations. This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment.

You will be responsible for overseeing 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, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
  • Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.
  • 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.
  • Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
Required Skills and Qualifications:

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.

A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.

Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.

A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.

Solid administrative skills and proficiency with CRM systems and standard office software.

Benefits:

This is a challenging and rewarding role that offers a range of benefits, including:

  • A competitive salary package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.
About Us:

We are a leading provider of customer service solutions, committed to delivering exceptional results for our clients.

We believe in creating a positive and inclusive work environment, where our employees can thrive and reach their full potential.

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