Customer Experience Team Manager

2 weeks ago

Hobart, Tasmania, Australia Kinetic Full time

At Kinetic, we are seeking a highly skilled Customer Experience Team Manager to lead our dynamic customer service team in Tasmania. This is a full-time role that offers a competitive salary and the opportunity to make a real difference in delivering exceptional customer service.

Key Responsibilities:

  • Lead and manage the customer service team, ensuring high-quality service through effective resolution of customer inquiries and feedback.
  • Handle inbound and outbound customer service calls, ensuring detailed documentation of interactions.
  • Produce regular reports for stakeholders, addressing requests and resolving issues efficiently.
  • Conduct thorough assessments of customer complaints and investigate as needed, ensuring compliance with contractual obligations.
  • Identify trends in customer feedback and collaborate with internal teams to implement proactive solutions.
  • Audit the quality of responses from the customer experience team, ensuring adherence to Kinetic standards and continuous professional development.
  • Manage employee wages and oversee core applications such as CustomerLink, Salesforce, and TIMS.
  • Evaluate refund claims in line with organisational policies and maintain compliance with student assessment systems.
  • Promote and uphold child safety principles as part of our commitment to protecting young people.

About You:

  • You have excellent communication skills and an approachable demeanour.
  • You possess proven experience in building customer relationships and demonstrating empathy.
  • You are detail-oriented with strong analytical, investigative, and problem-solving skills.
  • You are self-motivated and adaptable to a fast-paced work environment.
  • You are committed to ethical practices and high-quality performance.
  • You are proficient in customer management systems, including Salesforce and TIMS.

What We Offer:

  • A competitive salary of AU$60,000 - AU$80,000 per annum, depending on experience.
  • The opportunity to work in a growing, high-achieving service organisation dedicated to excellence.
  • A collaborative and inclusive work environment.

How to Apply:

Please submit your resume and a cover letter outlining your experience and qualifications.

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