Technical Field Leadership Role

2 days ago

Brisbane, Queensland, Australia beBeeService Full time
Customer Service Manager">

This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment. You will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.

As a Customer Service Manager, you will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.

The ideal candidate will have experience in developing and implementing customer service procedures, SLAs, and performance metrics. They will also possess exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.

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.
  • 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.

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.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
  • Strong analytical and problem-solving skills, with the ability to drive operational efficiency and implement solutions to improve performance metrics.

Benefits:

  • Full-time, long-term role based in [location]
  • Competitive salary range: $76,515 - $78,000 depending on skill level and work experience + superannuation.
  • 4 weeks of annual leave, including Christmas/New Year shutdown.
  • Structured onboarding and professional development.
  • Opportunity to work with a dynamic team that values accuracy, communication, and reliability.

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