Customer Service Operations Manager

2 days ago

Brisbane, Queensland, Australia beBeeCustomer Full time $76,515 - $78,000
Job Title: Customer Service Operations Manager

The ideal candidate will be a seasoned professional with a proven track record of leading high-performing customer service teams in a fast-paced technical environment. As a key member of our organization, you will play a pivotal role in driving exceptional customer experiences and elevating our client's reputation for excellence.


Key Responsibilities:
  • Lead and mentor a team of customer service specialists to deliver top-notch service and achieve business objectives.
  • Develop and implement effective customer service strategies, policies, and procedures to enhance the overall customer experience.
  • Liaise closely with internal stakeholders to ensure seamless communication and collaboration across departments.
  • Analyse key performance metrics to drive operational efficiency and identify areas for improvement.
  • Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical expertise to achieve satisfactory resolutions.

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 clients 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.

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