Front Desk Coordinator

3 days ago


Brisbane, Queensland, Australia beBeeCustomer Full time $76,515 - $78,000

Job Title: Front Desk Coordinator

About the Role

We are seeking a skilled and driven Service Delivery Manager to oversee customer service operations.

This is a pivotal leadership role designed for a hands-on manager who thrives in a fast-paced, dynamic 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.

You will lead a team dedicated to providing exceptional service to a knowledgeable clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.

Key Duties & Responsibilities
  • Lead, mentor, and motivate a team of service specialists, fostering a culture of high performance, continuous improvement, and 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 advice.
  • Develop, implement, and regularly review service policies, programs, and procedures to enhance the entire 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.
  • Liaise closely with internal teams to streamline workflows, resolve escalated issues, and ensure a seamless response to customer expectations.
  • Plan and implement robust after-sales 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.
  • Work collaboratively with service agents and organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.


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