Customer Experience Director
4 days ago
A forward-thinking Customer Service Manager is sought by Michael Page to spearhead our Western Sydney location.
Key Highlights:
- Competitive salary and benefits package: $120,000 - $150,000 per annum
- Career growth opportunities: Ongoing training and development to advance your career
- Supportive environment: Collaborative team that values your input and expertise
- Community impact: Make a difference in the lives of our customers and community
About the Role:
The successful candidate will lead a high-performing team of customer service representatives, focusing on performance monitoring, customer satisfaction, and process improvement.
Responsibilities:
- Team leadership: Hire, train, and manage a team to drive exceptional customer experiences
- Performance evaluation: Set goals, evaluate staff performance, and provide constructive feedback
- Customer resolution: Ensure prompt and effective handling of customer inquiries and complaints
- Process optimisation: Develop and implement policies to enhance service efficiency and quality
- Problem-solving: Handle escalated issues and find timely solutions
- Reporting: Analyse metrics and prepare reports to track performance and identify areas for improvement
- Collaboration: Work with other departments to ensure seamless customer experiences
- Technology utilisation: Oversee the use and maintenance of customer service software and tools
Requirements:
- Strong leadership skills: Ability to motivate and guide a team effectively
- Effective communication: Clear verbal and written communication skills
- Problem-solving abilities: Skilled in identifying and resolving issues swiftly
- Empathy and patience: Understanding and addressing customer concerns with care
- Organisational skills: Efficient in managing multiple tasks and priorities
- Customer-centric mindset: Commitment to providing exceptional customer service
- Analytic thinking: Ability to analyse data to drive performance improvements
- Adaptability: Flexibility to handle changing environments and unexpected challenges
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