Technical Customer Service Manager

2 days ago

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

A Customer Service Leader is required to manage a team and elevate customer service operations.

This pivotal leadership role is designed for an experienced manager who thrives in a technical environment.

The successful candidate will oversee the entire customer journey, ensuring every interaction reinforces a company's reputation for excellence and expertise.

Main Responsibilities
  • Lead 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, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure the team is equipped to handle complex technical inquiries and provide accurate advice.
  • 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 technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
Key Qualifications
  • A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within a technical industry.
  • 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.
About This Role

This is an excellent opportunity for a strategic leader to drive customer excellence in a technical field.

The ideal candidate has a proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.

They should be able to work collaboratively with internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

Benefits

This role offers the chance to work in a dynamic environment and make a significant impact on customer satisfaction.

The successful candidate will have opportunities for professional growth and development, as well as a competitive salary and benefits package.

This is a challenging and rewarding role that requires a high level of motivation, enthusiasm, and dedication.

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