Senior Customer Experience Leader

4 days ago

Brisbane, Queensland, Australia beBeeCustomerServiceManager Full time $76,115 - $78,000

About the Role:

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  • We are seeking a highly skilled and experienced Customer Service Manager to lead and elevate our customer service operations.">
  • This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment.">
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Key Responsibilities:

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  • Team Leadership & Development: Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.">
  • Customer Service Strategy & Process Improvement: Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.">
  • Technical Customer Relations & After-Sales Support: Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.">
  • Liaison & Communication: Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.">
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Requirements:

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  • 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.">
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What You'll Gain:

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  • A chance to work in a dynamic and innovative environment.">
  • The opportunity to develop your leadership skills and expertise in customer service management.">
  • A competitive salary package.">
  • A collaborative and supportive team environment.">
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