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Customer Service Operations Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,515 - $78,000
Job Overview

We are seeking a highly skilled Customer Service Operations Manager to lead and elevate our customer service operations in a technical environment.

This role oversees the entire customer journey, from initial inquiry to post-sales support, ensuring seamless communication and resolution of complex issues.

About the Role
  • Lead Customer Service Team: Manage a team of customer service specialists, providing daily direction, constructive feedback, and coaching to ensure they are equipped to handle complex technical inquiries and provide accurate expert advice.
  • Develop and Implement Policies: Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
  • Analyse Key Performance Metrics: 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.
Required Skills and Qualifications
  • Strong Leadership Skills: Proven ability to lead, motivate, and develop high-performing teams.
  • Technical Knowledge: In-depth knowledge of technical products and services, with ability to communicate complex information effectively.
  • Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with ability to identify trends and implement solutions.
Benefits

This role offers a competitive salary, comprehensive benefits package, and opportunities for career growth and professional development.

What We Offer

As a valued member of our team, you will have access to ongoing training and development opportunities, as well as a collaborative and dynamic work environment.