Customer Service Manager Position

2 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,515 - $78,000
About the Role

As a highly skilled Customer Service Professional, you will be responsible for leading and elevating our customer service operations. This pivotal leadership role is designed for an experienced manager who thrives in a technical environment.

You will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise. Your team will provide 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.

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 employee lifecycles, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure your team handles complex technical inquiries and provides accurate, expert advice.
  • Develop and implement customer service policies, programs, and procedures to enhance the customer experience and ensure alignment with company goals.
  • Analyse key performance metrics to drive operational efficiency, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
  • Liaise closely with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a unified response to customer expectations.
  • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure supplied part performance, and gather vital feedback.
  • Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
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.
  • Bachelor's 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, 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.
  • A proactive, problem-solving mindset with a focus on continuous improvement and customer satisfaction.
  • Solid administrative skills and proficiency with CRM systems and standard office software.

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