Customer Experience Specialist

5 hours ago

Brisbane, Queensland, Australia beBeeCustomerExperience Full time $76,515 - $78,000

Job Title: Customer Experience Leader

About the Role:

We are seeking a seasoned and innovative Customer Experience Leader to spearhead and enhance our client's customer service operations. This pivotal leadership role is designed for an experienced manager who thrives in a technical, trade-focused environment.

Key Responsibilities:
  • Team Leadership & Development:
    • Lead, mentor, and motivate a team of customer experience 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.
  • 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.
  • 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.
    • 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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