Senior Customer Experience Coordinator

2 days ago

Brisbane, Queensland, Australia beBeeLeader Full time
Job Summary

A dynamic and detail-oriented individual is sought to assume a key role in customer service operations. The successful candidate will be responsible for leading a team of customer service specialists, fostering a culture of high performance and continuous improvement.


Key Responsibilities:
  • Lead, mentor, and motivate a team of customer service specialists.
  • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure the 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.

Required Skills & Qualifications:
  • Minimum 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.
  • 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 a trade-savvy clientele and liaise effectively with internal technical staff.
  • 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.

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

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