Ambassadors of Excellent Customer Service

1 day ago

Brisbane, Queensland, Australia beBeeCustomer Full time
Job Title:

Ambassadors of Excellent Customer Service

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  • This is a pivotal role for an experienced and dynamic customer service professional to lead and elevate our 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 technical knowledge sharing.
  • Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.
  • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire 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.
  • Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.

Requirements:
  • 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.
  • 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.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
  • A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
  • Solid administrative skills and proficiency with CRM systems and standard office software.

Benefits:
  • A comprehensive compensation package that reflects your skills and experience.
  • Ongoing training and professional development opportunities to enhance your skills and advance your career.
  • A dynamic and supportive work environment that encourages collaboration, innovation, and growth.

About Us:

We are a leading provider of customer service solutions, dedicated to delivering exceptional experiences that drive business success. We value integrity, accountability, and a commitment to excellence in everything we do.

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