Senior Customer Service Operations Manager

15 hours ago

Warrnambool, Victoria, Australia beBeeCustomer Full time $90,000 - $120,000

About the Role

This is a full-time position where you will oversee the management of customer enquiries, provide guidance on customer issues and resolve escalations effectively. You will set clear performance objectives and KPIs, ensuring your team consistently meets or exceeds these targets.

You will monitor customer interactions to assess service quality and identify areas for improvement. Additionally, you will coordinate the team's handling and escalation of customer enquiries, foster a positive and motivated work environment, and proactively identify areas for process enhancement and operational efficiency within customer service.

Key Responsibilities:

  • Provide strong leadership to the Customer Service Team.
  • Coordinate the team's handling & escalation of customer enquiries.
  • Monitor customer interactions to assess service quality and identify areas for improvement.
  • Proactively identify areas for process enhancement and operational efficiency within customer service.
Required Skills and Qualifications

You should have 5+ years of customer service management experience, with a strong team player attitude and ability to set and run teams under a KPI environment. You should be resilient, adaptable and outcome-focused, with excellent leadership, planning and communication skills. A customer-centric mindset with a strong focus on customer satisfaction is essential.

A proven track record of data analysis skills with a focus on actionable insights is also required. Experience in customer management, sales, and emerging technology is highly valued.

Benefits

We offer a close-knit team environment, generous staff discounts, and free on-site parking.

Please note that the successful candidate will need to provide a current police check.

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