Service Operations Specialist

2 weeks ago

Brisbane, Queensland, Australia beBeeOperational Full time $76,515 - $78,500

Job Title: Service Operations Manager

About the Position:

We are seeking a skilled and experienced professional to lead our customer service operations, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.

Key Responsibilities & Expectations:
  1. Lead, mentor, and motivate a team of customer service specialists, ensuring they have the necessary skills and knowledge to handle complex technical inquiries and provide expert advice.
  2. Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  3. Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle customer issues effectively.
Technical Customer Support & After-Sales Services:
  1. Develop and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
  2. Act as a key point of contact for escalated customer issues, utilising your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
  3. Collaborate with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.
Required Skills & Qualifications:
  • 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.
Benefits:

Working with us offers the opportunity to develop your skills and expertise, work in a dynamic environment, and contribute to delivering exceptional customer experiences.

Other Opportunities:

Depending on your qualifications and experience, we offer opportunities for growth and professional development within the company.

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