The Head of Customer Experience

4 weeks ago

Bentleigh, Australia ZircoDATA Full time

**Locations**:
Convenient locations both urban and city based across Australia, with easy to access public transport, local eateries and coffee shops with free parking available at most sites.

**Work Hard, Play Hard**:
We always work hard and give our best. But we also know how to play hard too. Join us for a round of table tennis at lunch times or when you need a few minutes away from your computer screen. Our Team Members enjoy socialising after work hours too with soirees and after work drinks.

**Team Events**:
Strong teams are built with strong bonds. We enjoy team lunches, sweet treats (just because), sales events and team building activities. All our sites enjoy end of year Christmas parties too.

**Rewards & Recognition**:
At ZircoDATA we reward our Team Members for hard work and recognise achievements. We have quarterly ZircoHERO awards and spot prizes to give kudos to our talented team.

**Benefits**:
We care about our employees so we have great banking benefits, technology discounts and even car leasing. Did we mention birthday leave?

**Continued Growth**:
Our internal learning platform ZircoLEARN helps set you up for success, and we place a huge emphasis on continual learning and growth. We love seeing our people grow within the business and embrace new challenges.

**The Head of Customer Experience**:
This role is responsible for the day-to-day management of ZircoDATA’s Customer Care and Customer Success teams. It’s their duty to facilitate the delivery of excellent customer service processes throughout the organisation, ensuring everybody is meeting standards and maintaining customer satisfaction, initially managing, and empowering a small onsite team, the HoCE is measured by the team’s KPIs and SLAs performance as well as their professional development. Encouraging resilience to handle customer challenges and celebrating their wins, the HoCE fosters true customer-centricity. A champion for the customer experience and taking on feedback, the HoCE continually looks for ways to automate non high value or repetitive activities and improve our processes overall. Knowledge of and experience in using Salesforce is strongly preferred and the ability to adapt and learn new platforms eg. TR/Core is a must.

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