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Head of Customer Experience

2 weeks ago

Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,400

Customer Service Operations Leader

We are seeking an experienced and dynamic leader to drive our customer service operations. This pivotal role is designed for a hands-on professional 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.

The ideal candidate will have a minimum of 1+ years of experience in a customer service management or team leadership role, preferably within a technical industry.

Key Responsibilities:

  • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance and continuous improvement.
  • Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Develop and implement 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 the technical, sales, and warehouse teams to streamline workflows and ensure a seamless response to customer expectations.

Requirements:

  • 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 customers and liaise effectively with internal 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.