Senior Customer Experience Manager

2 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $76,015 - $78,700

Customer Service Representative

About the Job

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 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.

Job Description

We are seeking an experienced and dynamic leader to elevate our client's customer service operations. Your key responsibilities will include:

  • Overseeing the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Providing daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate expert advice.
  • Developing, implementing, and regularly reviewing customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
Requirements

To be successful in this role, you will need:

  • 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.
  • 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.
  • Proactive problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
Benefits

We offer a competitive salary package, including superannuation, and opportunities for career growth and development. If you are a strategic leader passionate about driving customer excellence in a technical field, we would love to hear from you.

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