Senior Customer Experience Manager

2 days ago

Brisbane, Queensland, Australia beBeeService Full time $76,000 - $160,000
Job Description

Our organisation is seeking a skilled professional to lead and elevate our customer service operations.

This pivotal leadership role is 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.

They will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele.

The ideal candidate will have a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.

Key Responsibilities
  • Team Leadership & Development:
    • Lead, mentor, and motivate a team of customer service specialists.
    • Manage the full employee lifecycle for your team.
    • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries.
  • Customer Service Strategy & Process Improvement:
    • Develop, implement, and regularly review customer service policies, programs, and procedures.
    • Analyse key performance metrics to drive operational efficiency within the customer service centre.
    • Liaise closely with the technical, sales, and warehouse teams to streamline workflows and resolve escalated issues.
  • Technical Customer Relations & After-Sales Support:
    • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction.
    • Act as a key point of contact for escalated customer issues.
    • Work collaboratively with service agents and internal organisational units to identify trends in customer feedback.
Required Skills & Qualifications
  • A minimum of 1+ years of experience in a customer service management or team leadership role.
  • 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.
  • Exceptional communication and interpersonal skills.
  • A proactive, problem-solving mindset.
  • Solid administrative skills and proficiency with CRM systems and standard office software.
Benefits
  • Opportunity to work in a dynamic and collaborative environment.
  • Professional development and growth opportunities.
  • Competitive salary and benefits package.
How To Apply

If you are a strategic leader passionate about driving customer excellence in a technical field, please submit your resume and a cover letter outlining your suitability for this role.

Only shortlisted candidates will be contacted.

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