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Excellence in Customer Service: Lead and Deliver

2 weeks ago

Brisbane, Queensland, Australia beBeeService Full time $76,515 - $78,000
Customer Experience Manager Job

As a key role in our organization, the Guest Relations and Workplace Concierge is responsible for delivering exceptional customer service to clients. This position involves leading and elevating client's customer service operations.

Key Responsibilities:
  • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and knowledge sharing.
  • Manage the employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Develop, implement, and review policies, programs, and procedures to enhance the 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.

This role requires a proven track record of customer service management or team leadership, preferably within a technical industry. The ideal candidate will have a proactive problem-solving mindset, excellent communication and interpersonal skills, and the ability to build rapport with clients.

Requirements

Excellent customer service skills and a passion for delivering exceptional experiences are essential for this role. A proven track record of managing customer-facing teams and driving operational efficiency would be highly beneficial.

Benefits

This role offers a competitive salary and benefits package, as well as opportunities for professional growth and development. We are committed to supporting our employees in their careers and providing a positive work environment.