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Key Player in Retail Sales Management

3 weeks ago


Brisbane, Queensland, Australia beBeeCustomerService Full time $76,515 - $78,500
Retail Store Management Role

We are seeking a highly experienced and dynamic professional to lead our customer service operations. This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment.

The successful candidate 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.

  • 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.
  • Technical Customer Relations & After-Sales Support: 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 your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.