Senior Customer Experience Lead

2 weeks ago

Australia beBeeCustomerService Full time $80,000 - $120,000

Job Overview

This role is responsible for overseeing the customer service team, ensuring high-quality service delivery to clients in Australia and New Zealand.

Main Responsibilities:

  • To manage day-to-day operations and maintain a 24-hour SLA on all inquiries.
  • To provide guidance and oversight for the customer service team.
  • Act as interim manager of the customer care team in the absence of the Customer Care Manager.

Key Performance Indicators:

  • Maintaining high client satisfaction through quality service delivery.
  • Ensuring cross-training within the team to meet diverse customer expectations.
  • Fostering a positive team environment that encourages motivation and collaboration.

Requirements:

  • Demonstrated ability to communicate effectively at all levels of the organization.
  • Proven ability to analyze information quickly and solve problems strategically.
  • Proficient in the use of SAP, Microsoft Office Suite, and Genesys system.
  • Previous experience in Customer Service Centre business is vital.

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