Customer Service Operations Director

1 week ago


Brisbane, Queensland, Australia beBeeOperations Full time $76,515 - $78,000
Job Title:

Service Operations Manager

About the Role:

This position is responsible for leading customer service operations, overseeing the entire customer journey from initial inquiry to post-sales support.

The Service Operations Manager will be responsible for leading a team dedicated to providing exceptional service to B2B clientele. The team will require a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.

  • 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.
  • 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.
  • 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.
  • 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.
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.


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