Trade-Focused Customer Experience Manager

5 days ago

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

We are seeking a highly skilled and dynamic leader to spearhead our customer service operations. The ideal candidate will possess exceptional management expertise, technical knowledge, and a passion for delivering exceptional customer experiences.

Job Overview

This pivotal leadership role is designed for a hands-on manager who thrives in a technical, trade-focused environment. As a Customer Service Manager, you will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support.

Key Responsibilities:
  • Lead, mentor, and motivate a team of customer service specialists to drive high performance, continuous improvement, and technical knowledge sharing.
  • Manage the employee lifecycle, 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 expert advice.
Customer Service Strategy & Process Improvement:
  • 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 within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
  • Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a unified response to customer expectations.
Technical Customer Relations & 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.
  • Collaborate with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

The ideal candidate will possess 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.

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