Customer Experience Manager

1 week ago

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

This is a pivotal leadership role that involves overseeing the entire customer journey, from initial inquiry to post-sales support.

Job Description

We are seeking an experienced and dynamic customer service manager to lead and elevate our client's customer service operations. This role requires a hands-on manager who thrives in a technical, trade-focused environment.

The ideal candidate will be responsible for overseeing the entire customer journey, ensuring every interaction reinforces our client's reputation for excellence and expertise.

Key Responsibilities:
  • Team Leadership & Development: 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.
  • Customer Service Strategy & Process Improvement: 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 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 & 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.

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.

Benefits

This is a fantastic opportunity to work with a leading organization in the industry, and to take your career to the next level.

As a customer service manager, you will have the opportunity to make a real impact on the customer experience, and to help drive business growth and success.

You will also have access to ongoing training and development opportunities, as well as the chance to work with a talented and dedicated team.

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