Senior CX Experience Lead

2 days ago

Sydney, New South Wales, Australia beBeeCustomerService Full time $120,000 - $150,000

About Our Opportunity:

This esteemed retailer seeks a seasoned Customer Service Manager to elevate customer satisfaction and drive team excellence.

Responsibilities:

  • Guide a team of professionals through strategic motivation, development, and training for superior customer outcomes
  • Respond promptly to queries with exceptional communication skills
  • Manage escalations requiring advanced communication expertise
  • Collaborate with warehouse, courier, and stakeholder teams for seamless order completion
  • Identify process improvements and discuss with relevant stakeholders
  • Prepare monthly reports for the Finance Director on key performance indicators (KPIs), analyzing trends, and providing performance feedback
  • Work closely with retail, product, e-commerce departments for orders, returns, faults, and exchanges
  • Recruit team members when necessary
  • Conduct performance appraisals and development plans for your CX team

Requirements:

  • 5 years in a Customer Service leadership role
  • Strong understanding of warehousing and logistics/courier operations
  • Experience with CRM systems highly preferred
  • Tertiary qualifications desirable
  • Proficiency in computer software (Microsoft Office, D365, ERP)
  • Ability to handle multiple tasks simultaneously
  • Clear and concise communication skills, including written and verbal
  • Problem-solving and time management essential
  • Full working rights required for this role

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