Mastering Customer Engagement

2 weeks ago

Melbourne, Victoria, Australia beBeeLeadership Full time $127,000 - $143,000
Customer Experience Team Lead

We are seeking an experienced Customer Experience Team Leader to lead our team in managing inbound customer contact and service requests.

This role is critical in ensuring exceptional service delivery and consistent quality management across multiple contracts.

  • Manage a team to oversee the performance of customer interaction and service request triage, ensuring quality standards are consistently met.
  • Implement and maintain robust quality management processes, including regular evaluations of customer interactions and service requests to identify areas for improvement.
  • Lead and mentor the Customer Experience Team, fostering a positive and engaged team culture.

The ideal candidate will have proven leadership skills with a demonstrated ability to manage people performance, quality, and team engagement.

Proficiency in MS Office suite and experience with reporting and performance management tools such as SuccessFactors is also required.

Ventia operates across various industry segments, including defence, social infrastructure, water, electricity, gas, environmental services resources, telecommunications, and transport.

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