Operational Excellence Manager

1 day ago

Brisbane, Queensland, Australia beBeeCustomer Full time
Job Title: Customer Service Manager

Lead and elevate our client's customer service operations in a pivotal leadership role. Foster a culture of high performance, continuous improvement, and technical knowledge sharing.

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  • Team Leadership & Development:
  • • Lead, mentor, and motivate a team of customer service specialists to drive exceptional service and technical expertise.
  • • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • • Provide daily direction, constructive feedback, and coaching to equip the team to handle complex technical inquiries.
  • Customer Service Strategy & Process Improvement:
  • • Develop and implement customer service policies, programs, and procedures to enhance the entire customer experience.
  • • Analyze key performance metrics to drive operational efficiency, implementing solutions to improve call handling times 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.
  • • Act as a key point of contact for escalated customer issues, utilizing problem-solving skills and technical understanding.
  • Skills & Experience Required:
  • • A minimum of 1+ years of experience in a customer service management or team leadership role, preferably in a technical industry.
  • • 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.
  • Key Qualifications:
  • • Exceptional communication and interpersonal skills.
  • • A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
  • Benefits:
  • • Opportunity to work in a dynamic and fast-paced environment.
  • • Collaborative and supportive team environment.
  • Others:
  • • If you are a strategic leader passionate about driving customer excellence, we would love to hear from you.

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