Technical Support Team Lead

2 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,000 - $160,000
Job Title: Customer Service Manager

The organization seeks an experienced and dynamic leader to oversee customer service operations.

This pivotal role is designed for a hands-on manager who thrives in technical environments, ensuring every interaction reinforces the company's reputation for excellence and expertise.

You will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, guaranteeing that each interaction enhances the client's perception of quality and knowledge.

The ideal candidate possesses a minimum of 1+ years of experience in a customer service management or team leadership role, preferably within technical industries.

They will possess exceptional communication and interpersonal skills, with the ability to build rapport with clients and collaborate effectively with internal technical staff.

A proactive problem-solving mindset with a strong focus on continuous improvement and customer satisfaction is essential.

The successful applicant will be a strategic leader passionate about driving customer excellence in technical fields.

Key Responsibilities:
  • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and knowledge sharing.
  • Manage the full employee lifecycle for your team, including recruitment, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex 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 organizational 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 response to customer expectations.
  • Plan and implement robust after-sales initiatives to proactively follow up on customer satisfaction, ensure part performance, and gather vital feedback.
  • Act as a key point of contact for escalated issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
  • Collaborate with service agents and internal units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

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