Customer Experience Manager, Byron Bay

2 weeks ago

Byron Bay, Australia The Shift People Full time

Full time permanent opportunity
- Byron Bay, Northern NSW
- Join a growing and innovative organisation
- Full time permanent opportunity
- Byron Bay, Northern NSW
- Join a growing and innovative organisation

We are currently seeking a Customer Experience Manager to join our client’s dynamic team in Byron Bay. As the Customer Experience Manager, you will play a crucial role in developing and implementing their customer service strategy, ensuring that it aligns with the company's vision, values, and product.

Your responsibilities will include working closely with the leadership team to hire, onboard, and train new customer service representatives. You will also be responsible for coordinating the day-to-day operations and rostering of the customer service team, ensuring smooth and efficient service delivery.

Using your strong analytical skills, you will analyse customer service data to identify trends, areas for improvement, and the efficacy of current procedures. You will then manage the continuation of ongoing service training and support to enhance the skills and knowledge of your team members.

Monitoring all communication, including calls, you will provide constructive feedback to ensure consistent, high-quality customer service across all channels. Your goal will be to ensure that customers are satisfied in a timely manner.

As the Customer Experience Manager, you will take ownership of customer escalations and disputes, working diligently to resolve them to the satisfaction of our customers. Additionally, you will be responsible for managing the organisation’s reputation on all customer-facing review platforms, ensuring that their brand is well represented.

Your keen interest in process mapping and improvement will be invaluable as you help develop a Learning Management System (LMS) to train new team members to a consistently high standard. You will also be responsible for reporting on team performance, highlighting areas for improvement, and holding the team accountable.

To excel in this role, you will have extensive experience in customer service, coupled with experience in a managerial, leadership, or senior role. Your strong interpersonal skills and ability to motivate team members effectively will be key to your success. Excellent problem-solving skills and the ability to handle challenging situations will also be essential.

If you are ready to make a significant impact on customer experience and join a company that values innovation and growth, we would love to hear from you.

For more information, please contact Lauren Rodwell at The Shift People on 0431765837.

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