Retail Customer Experience Specialist

2 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time

Job Title: Customer Service Expert

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

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  • ">
  • 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.">
  • The ideal candidate has a proven track record of developing and implementing customer service procedures, SLAs, and performance metrics.">
  • They must also possess excellent communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.">
">Key Responsibilities:">
  • ">
  • 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.">
">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.">
  • 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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Please note that only shortlisted candidates will be contacted. All applications will be treated with the strictest confidentiality.

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