Technical Customer Experience Director

22 hours ago

Brisbane, Queensland, Australia beBeeLeadership Full time
Customer Service Management Opportunity

A leading organization is seeking a seasoned Customer Service Manager to spearhead customer experience initiatives.

This key leadership role involves overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring each interaction reinforces the organization's reputation for excellence.

The successful candidate will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring strong people leadership, process improvement skills, and a 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, including recruitment, onboarding, training, performance reviews, and professional development.
  • Provide daily guidance, constructive feedback, and coaching to ensure the team handles complex technical inquiries effectively.
  • Develop, implement, and review customer service policies, programs, and procedures to enhance the customer experience and align with business objectives.
  • Analyze performance metrics to improve operational efficiency, call handling times, first-contact resolution, and service quality.
  • Collaborate with technical, sales, and warehouse teams to streamline workflows and resolve escalated issues.
  • Plan and implement after-sales service initiatives to proactively follow up on customer satisfaction and gather feedback.
  • Address escalated customer issues using problem-solving skills and technical understanding to achieve satisfactory resolutions.
Requirements:
  • At least 1+ years of experience in customer service management or team leadership, preferably in automotive, trade, or related technical industries.
  • Bachelor Degree or equivalent qualification.
  • Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
  • Proven ability to lead, develop, and inspire teams in fast-paced environments, with a focus on coaching and mentorship.
  • Exceptional communication and interpersonal skills, capable of liaising effectively with technical staff and clients.
  • Proactive problem-solving mindset with a focus on continuous improvement and customer satisfaction.
  • Proficiency with CRM systems and standard office software.

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