Multifaceted Technical Ambassador

1 day ago

Brisbane, Queensland, Australia beBeeTechnical Full time
Technical Customer Relations Specialist

This is a pivotal leadership role designed for a hands-on professional who thrives in a technical environment.

We are seeking an experienced and dynamic Technical Customer Relations Specialist to oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.

Key Duties & Responsibilities
  1. Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
  2. Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  3. 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.

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.

Skills & Experience Required

  • 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.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.

Benefits

  • Full-time, long-term role based in Southport.
  • Monday to Thursday: 8am–4:45pm | Friday: 8am–1pm.
  • 4 weeks of annual leave, including Christmas/New Year shutdown.

Others

  • Structured onboarding and professional development.
  • Work with a down-to-earth, high-performing team that actually cares.

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