Customer Service Excellence Specialist

3 days ago

Brisbane, Queensland, Australia beBeeReviewer Full time $76,515 - $78,000
Customer Service Role Overview

This is a pivotal leadership position designed for an experienced customer service manager who can oversee the entire customer journey and ensure every interaction reinforces our reputation for excellence and expertise.

Key Responsibilities
  • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance and continuous improvement.
  • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction and coaching to ensure the team is equipped to handle complex technical inquiries and provide accurate expert advice.
  • Develop, implement, and regularly review customer service policies 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 and implement solutions to improve call handling times, first-contact resolution, and overall service quality.
Required Skills and Qualifications
  • A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the technical industry.
  • Proven 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 customers and liaise effectively with internal staff.
  • A proactive problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
Benefits

As a valued member of our team, you will have access to ongoing training and development opportunities, as well as a competitive compensation package that reflects your skills and experience.

What We Offer

We offer a dynamic work environment that encourages innovation and collaboration. Our team is passionate about delivering exceptional customer experiences and we are seeking like-minded professionals to join us on this journey.

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