Dynamic Customer Experience Manager

2 weeks ago


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

We are seeking an accomplished Customer Service Leader to oversee our client's customer service operations.

Job Description

This is a pivotal leadership role designed for a hands-on manager who thrives in a technical environment. The ideal candidate will be experienced in team leadership, customer service strategy, and process improvement.

Responsibilities:
  • Team Leadership & Development: Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance and continuous improvement.
  • Employee Lifecycle Management: Manage the full employee lifecycle, 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.
  • Operational Efficiency: Analyze 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.
  • Tech Support & After-Sales Services: 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.

This role requires strong problem-solving skills, technical understanding, and the ability to work collaboratively with internal teams to identify trends in customer feedback and modify service offerings to better serve the market.



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