Customer Service Manager: Technical Operations Lead
20 hours ago
We are seeking a seasoned leader to oversee our customer service operations and drive exceptional results.
This pivotal role is designed for hands-on managers who thrive in fast-paced, technical environments.
You will be responsible for leading the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.
You will lead a team dedicated to providing outstanding service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and deep understanding of customer needs in a technical industry.
Key Responsibilities:
- 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.
- Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.
The ideal candidate will have 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.
A proven track record of developing and implementing customer service procedures, SLAs, and performance metrics is essential.
A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship, is required.
Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff, are required.
A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction is necessary.
Solid administrative skills and proficiency with CRM systems and standard office software are also required.
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Brisbane, Queensland, Australia beBeeCustomerService Full timeJob TitleWe are seeking an experienced and dynamic customer service operations manager to lead our customer service operations. This leadership role requires a hands-on manager who thrives in a technical, trade-focused environment.You will oversee the entire customer journey, from inquiry to post-sales support, ensuring interactions reinforce our client's...
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