Customer Experience Director

3 days ago

Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,000
Customer Service Leadership Role

We are seeking an experienced Customer Service Manager to lead and elevate our client's customer service operations.

  • This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment.

You will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.

  • You will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.

Key Responsibilities:

  • Team Leadership & Development: Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
  • Manage Employee Lifecycle: Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Daily Direction: Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.

Customer Service Strategy & Process Improvement:

  • 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.

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 your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
  • Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

Requirements:

  • 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.
  • 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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