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Customer Service Country Lead

2 months ago

Sydney, New South Wales, Australia EBR Full time

About EBR

EBR is a leading provider of customer experience solutions to the telecommunications industry. We are committed to delivering exceptional customer service and satisfaction to our clients.

Job Summary

We are seeking a highly experienced Customer Service Country Lead to join our team in Sydney. As a key member of our leadership team, you will be responsible for developing and implementing strategies to improve customer experience and satisfaction.

Key Responsibilities

  • Develop and implement customer experience strategies to meet KPIs and improve customer satisfaction
  • Mentor and coach customer service teams to meet customer needs and improve performance
  • Conduct regular evaluations and provide constructive feedback to staff to improve performance
  • Maintain positive working relationships with internal stakeholders to promote cooperation and commitment within the team
  • Lead the team to resolve customer complaints in a timely and professional manner
  • Coordinate customer service projects and initiatives to improve efficiency and effectiveness
  • Work closely with the Head of Customer Happiness to develop strategic plans and suggest innovative improvements

Requirements

  • Minimum 7 years of experience as a Supervisor/Leader in Customer Service
  • Previous digital customer service experience
  • Ability to lead and manage a team of at least 25
  • Proven track record in process improvement, including CSAT
  • Strong understanding of customer service KPIs
  • Prior knowledge of Lean/Six Sigma Principles and forecasting and budgeting measures
  • Ability to travel if required

About You

We are looking for a highly experienced and skilled Customer Service Country Lead who can lead our team to deliver exceptional customer service and satisfaction. If you have a passion for customer experience and a proven track record in leadership, we encourage you to apply.