Dedicated Customer Experience Leader

2 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,515 - $78,000
Job Description

We are seeking an experienced and dynamic leader to oversee the entire customer journey, from initial inquiry to post-sales support.

This pivotal role is designed for a hands-on manager who thrives in a technical environment.

Key responsibilities include team leadership, development, and motivation, fostering a culture of high performance and continuous improvement.

Responsibilities also include managing the employee lifecycle, providing daily direction, and coaching to ensure the team is equipped to handle complex technical inquiries.

The ideal candidate will develop, implement, and review customer service policies and procedures to enhance the customer experience and ensure alignment with company goals.

  • Develop and implement effective customer service strategies.
  • Lead, mentor, and motivate a team of customer service specialists.
  • Manage key performance metrics to drive operational efficiency within the customer service centre.
  • Liaise closely with internal teams to streamline workflows and resolve escalated issues.
Required Skills & Qualifications

A minimum of 1+ year of experience in a customer service management or team leadership role, preferably within the automotive or trade industry.

Proven experience in developing and implementing customer service procedures and performance metrics.

Exceptional communication and interpersonal skills, with the ability to build rapport with a diverse clientele.

  • Strong leadership and development skills.
  • Excellent problem-solving and analytical skills.
  • Ability to work in a fast-paced environment with multiple priorities.
  • Proficiency with CRM systems and standard office software.
Key Duties & Responsibilities

Key duties and responsibilities include:

  • Team Leadership & Development: Lead, mentor, and motivate a team of customer service specialists.
  • Customer Service Strategy & Process Improvement: Develop, implement, and review customer service policies and procedures.
  • Technical Customer Relations & After-Sales Support: Plan and implement robust after-sales service initiatives.
  • Problem Solving & Escalation Management: Act as a key point of contact for escalated customer issues.

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