Customer Experience Leader

1 week ago

Brisbane, Queensland, Australia beBeeCustomer Full time $120,000 - $180,000
Job Title: Customer Service Leadership Position

Our organization is seeking a skilled and experienced leader to oversee our customer support function. As Customer Service Manager, you will lead a team of professionals dedicated to delivering exceptional customer experiences.

The ideal candidate will have a proven track record in managing customer service teams, with experience in technology-driven environments. Strong communication skills are essential for internal and external stakeholders, as well as the ability to analyze data for operational plans.

A proactive mindset with a focus on continuous improvement is crucial in this role. The successful candidate will also possess strong customer experience skills, including relationship building and understanding of customer metrics.

In addition to leading the customer service team, you will collaborate with internal stakeholders on product and customer experience initiatives. This includes establishing and reviewing IT service catalogues and associated SLAs and OLAs.

You will work closely with account managers to review customer SLAs and ensure success. A background in ITSM / ITIL frameworks and methodologies is highly desirable.

This is an excellent opportunity for a motivated and results-driven individual to join our organization and make a meaningful impact on customer satisfaction.

Key Responsibilities:

  • Lead and develop a high-performing customer service team
  • Develop and implement consistent documented processes using ITSM methodologies
  • Establish and review IT service catalogues and associated SLAs and OLAs
  • Collaborate with internal stakeholders on product and customer experience initiatives
  • Work with account managers to review customer SLAs and ensure success
  • Contribute to major projects as required

Required Skills and Qualifications:

  • Experience managing customer service or service delivery teams in technology-driven environments
  • Strong communication and analytical skills
  • Ability to introduce and analyze data for operational plans
  • Proactive mindset with continuous improvement
  • Strong customer experience skills, including relationship building and understanding of customer metrics
  • Knowledge of ITSM / ITIL frameworks and methodologies

Benefits:

We offer a competitive compensation package, comprehensive benefits, and opportunities for professional growth and development.

About Us:

Our organization is committed to transforming healthcare through industry-leading, interoperable enterprise platforms. We connect clinicians, patients, and partners for better outcomes.

Why Join Us?

Join a dynamic and supportive team that fosters a culture of collaboration, innovation, and continuous improvement.

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