Job Description Location: Archerfield, QLD 4108Full-Time: Immediate startJob Title: Customer Service ManagerSalary range: $76,515 - $78,000 depending on skill level and work experience + superannuation.Job Closure date: 30 days About the Role: We are seeking an experienced and dynamic Customer Service Manager to lead our client's customer service operations.
This is a pivotal leadership role for a hands-on manager in a technical, trade-focused environment.
You will oversee the entire customer journey, from inquiry to post-sales support, ensuring interactions reinforce our client's reputation for excellence.
Leading a team dedicated to providing exceptional service to a knowledgeable B2B clientele, you will focus on people leadership, process improvement, and understanding customer needs in a technical industry.
Key Duties & Responsibilities Lead, mentor, and motivate a team of customer service specialists, fostering high performance and continuous improvement.
Manage recruitment, onboarding, training, performance reviews, and professional development for your team.
Develop and review customer service policies, programs, and procedures to enhance the customer experience.
Analyze performance metrics to improve call handling times, first-contact resolution, and service quality.
Collaborate with technical, sales, and warehouse teams to streamline workflows and resolve escalated issues.
Plan and implement after-sales service initiatives to follow up on customer satisfaction and gather feedback.
Handle escalated customer issues, using problem-solving skills and technical understanding.
Work with service agents and internal units to identify trends and improve service offerings.
Skills & Experience Required At least 1+ years of experience in customer service management or team leadership, preferably in the automotive, trade, or technical industry.
Bachelor Degree or Equivalent.
Experience in developing customer service procedures, SLAs, and performance metrics.
Ability to lead, develop, and inspire a team in a fast-paced environment.
Exceptional communication and interpersonal skills.
Proactive, problem-solving mindset focused on customer satisfaction.
Proficiency with CRM systems and standard office software.
How To Apply: If you are passionate about driving customer excellence in a technical field, please click 'Apply Now' to submit your resume and cover letter.
Only shortlisted candidates will be contacted.
All applications will be treated confidentially.
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