Customer Experience Delivery Lead

1 week ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $90,000 - $120,000

As a seasoned customer service professional, you will play a pivotal role in delivering exceptional consumer experiences. Our goal is to empower businesses with cloud-based technology solutions that enable them to manage their daily operations effectively and focus on what matters most.

Key responsibilities of this position include:

• Providing guidance, support, and coaching to Contact Support Advisors to ensure they deliver outstanding customer service.

• Serving as an escalation point for concerns raised by Advisors and consumers, resolving issues promptly and fairly.

• Contributing to internal communications, ensuring adherence to company standards and policies.

• Setting goals for team members and supporting annual performance assessments to drive growth and improvement.

• Establishing a support infrastructure to enhance the quality of performance and consumer experience.

• Managing team key performance indicators (KPIs) and overseeing performance management to achieve business objectives.

• Conducting call quality reviews and providing constructive feedback to foster continuous improvement.

• Responsible for team delivery of 'voice of the consumer' to obtain and reflect consumer levels of satisfaction.

• Ensuring robust onboarding and offboarding processes are completed to support employee experience and well-being.

• Taking a people-centric approach to handling performance or conduct matters, prioritizing empathy and understanding.

This is a fantastic opportunity to join a customer-centric team and contribute to our success. If you are motivated by meaningful work and passionate about delivering exceptional customer experiences, we encourage you to apply.

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