Customer Experience Director

4 days ago


Parramatta Park, Queensland, Australia Michael Page Full time

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:

  1. Team leadership: Hire, train, and manage a team to drive exceptional customer experiences
  2. Performance evaluation: Set goals, evaluate staff performance, and provide constructive feedback
  3. Customer resolution: Ensure prompt and effective handling of customer inquiries and complaints
  4. Process optimisation: Develop and implement policies to enhance service efficiency and quality
  5. Problem-solving: Handle escalated issues and find timely solutions
  6. Reporting: Analyse metrics and prepare reports to track performance and identify areas for improvement
  7. Collaboration: Work with other departments to ensure seamless customer experiences
  8. 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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