Technical Industry Customer Service Lead

4 days ago

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

About the Job:
  • Lead a team to deliver exceptional customer service in a technical industry, requiring strong people leadership and process improvement skills.
Key Responsibilities & Qualifications:
  • Team Leadership:
    • Recruit, onboard, train, and develop a team of customer service specialists, fostering a culture of high performance and continuous improvement.
    • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries.
  • Customer Service Strategy & Process Improvement:
    • Develop and implement customer service policies, programs, and procedures to enhance the customer experience and drive operational efficiency within the customer service centre.
    • Analyse key performance metrics to identify areas for improvement, implementing solutions to reduce call handling times and improve first-contact resolution.
  • Technical Customer Relations & After-Sales Support:
    • Plan and implement after-sales service initiatives to proactively follow up on customer satisfaction and gather vital feedback.
    • Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions.

Applicants will have 1+ year of experience in a customer service management or team leadership role, preferably within the automotive, trade, or related technical industry.

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