Customer Experience Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeLeader Full time $80,000 - $100,000

The Role of a Customer Care Team Leader

Job Description

We are seeking an experienced and people-focused leader to join our team as a Customer Care Team Leader. This role will involve leading, motivating, and supporting the Customer Care team to deliver exceptional service across all touchpoints.

This is a key leadership position that requires strong interpersonal skills, ability to motivate and coach teams, and a customer-first mindset.

Key Duties and Responsibilities
  • Lead, coach, and mentor the Customer Care team to deliver outstanding customer experiences.
  • Actively manage customer queries, orders, returns, and escalations across multiple channels.
  • Take ownership of complex issues, ensuring timely and effective resolution.
  • Monitor and analyze customer feedback, implementing strategies to improve service.
  • Promote a customer-first mindset and model company values in all interactions.
  • Prepare and present regular performance reports on team productivity, quality, and customer satisfaction.
  • Communicate business updates, expectations, and targets to the team.
  • Ensure data integrity across Sales Orders and maintain accurate administration and records.
  • Collaborate with other departments to resolve issues and enhance cross-functional processes.
  • Manage recruitment, onboarding, training, and ongoing development of team members.
  • Oversee team schedules, workload distribution, and ensure adequate coverage.
  • Drive continuous improvement initiatives and support compliance with policies, procedures, and regulations.
About You

You're an empathetic leader with a passion for people and customer experience. You thrive in fast-paced environments and know how to balance hands-on service delivery with team leadership.

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