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Customer Service Operations Manager

3 weeks ago

Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,000
Job Title:

Customer Service Operations Manager

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Job Summary:

We are seeking a seasoned Customer Service Operations Manager to lead and elevate our client's customer service operations. This pivotal leadership role is designed for hands-on managers who thrive in technical environments.

About the Role:

  • Oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.
  • 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 Duties & 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 the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • 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.
  • 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.

Skills & Experience Required:

  • 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.