Senior Customer Experience Specialist

5 hours ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,515 - $78,000
Job Overview">

We are seeking a highly skilled and experienced Customer Service Manager to lead our customer service operations. This is a pivotal leadership role that requires 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, ensuring every interaction reinforces our reputation for excellence and expertise.

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Key Responsibilities:

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  • 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 for your team, 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 accurate, expert advice.
  • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire 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 seamless, unified response to customer expectations.
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Requirements:

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  • 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.
  • Proven Bachelor 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 strong focus on continuous improvement and customer satisfaction.
  • Solid administrative skills and proficiency with CRM systems and standard office software.
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Benefits:

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  • Competitive salary package
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment
  • Recognition and reward for outstanding performance
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How To Apply:

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If you are a strategic leader passionate about driving customer excellence in a technical field, we would love to hear from you. Please submit your resume and a cover letter outlining your suitability for this role.

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