Leading Customer Experience

1 week ago

Melbourne, Victoria, Australia beBeeCustomerExperience Full time $100,000 - $125,000

Customer Experience Leader Job

As a Customer Experience Leader, you will play a key role in leading our customer service team to deliver exceptional customer experiences.

You will have strong internal relationships and will be responsible for optimizing productivity and delivering best-in-class customer service.

Leveraging technology, you will lead the team through close KPI and performance-based metrics and ensure compliance to business commitments.

The critical success factor in this role is a high-performing team that offers solutions to drive improved customer experiences.

Responsibilities:

  • Ensure we meet or exceed Service Level Agreements of the business
  • Develop customer service KPIs that ensure all team members are optimizing their productivity and delivering best-in-class customer service
  • Be the driver of internal REACH and Service Awards program ensuring all awards and certificates go out on time each month, quarter, and year
  • Using technology, such as Zendesk, to drive accountability of internal stakeholder teams they deliver exceptional customer experiences
  • Managing both store and non-store stocktakes ensuring all internal and external requirements are met

About You:

  • Have previous experience managing within a call centre environment
  • Possess experience leading a high-energy team of 10-20
  • Problem solver with the ability to think on your feet

What We Offer:

  • A rewarding and challenging career
  • Staff discounts across the GPC Asia Pacific group of Companies
  • Employee assistance program
  • A highly safety-conscious work environment
  • We proactively support our working parents in a variety of meaningful ways
  • Our parental leave top-up allowance is one of the ways we do this
  • Paid volunteer leave allowing you to give back to your chosen charity/community organisation

Company Overview:

We are a global company with over 8000 team members in Asia Pacific, and 60k+ globally. Being part of us won't leave you standing still. Reach is key to our success.

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