Customer Experience Manager

1 day ago

Brisbane, Queensland, Australia beBeecustomer Full time
Customer Excellence Specialist Position

This role involves leading a team in delivering exceptional customer service, ensuring every interaction reinforces the company's reputation for excellence and expertise. Key responsibilities include managing the full employee lifecycle, developing and implementing customer service policies, and analysing key performance metrics to drive operational efficiency.

  • Leadership and Team Management: Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
  • Customer Service Strategy and Process Improvement:
    • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with business 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.
  • Technical Customer Relations and After-Sales Support:
    • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, 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.
  • Required Skills and Qualifications:
    • A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the trade or a related 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 a trade-savvy clientele and liaise effectively with internal technical staff.
    • A 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:
    • The ideal candidate will have a passion for driving customer excellence in a technical field, with a strong desire to make a lasting impact.
    • Ongoing professional development opportunities to support career growth and advancement.
    • A dynamic and supportive work environment that encourages collaboration and innovation.
  • Others:
    • This is an exciting opportunity for a strategic leader to join our team and contribute to our mission of delivering exceptional customer service.
    • We are committed to providing a safe and inclusive workplace, where everyone has the opportunity to thrive.

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