Premier Customer Experience Leader

3 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,515 - $78,000
Customer Service Manager
We are seeking an experienced and dynamic professional to lead and elevate our customer service operations. This is a pivotal leadership role designed for a hands-on manager who thrives in a technical 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.

Key Responsibilities:
  • Lead a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
  • Manage the full employee lifecycle, 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.
  • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the 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 technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
  • Plan and implement robust after-sales service 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.
Requirements:
  • 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.
  • Proven 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.
  • A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
  • Solid administrative skills and proficiency with CRM systems and standard office software.
Benefits:
  • Competitive salary package.
  • Opportunities for career progression in luxury property management.
  • The chance to work in a luxurious beachfront office, one of the Gold Coast's most prestigious locations.
  • Be part of a high-performing team contributing to the success of iconic luxury residences.

This opportunity offers stability, professional growth, and the opportunity to work in a premium property environment.

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