Customer Experience Team Leader

2 weeks ago

Sydney, New South Wales, Australia beBeeService Full time $120,000 - $135,000

Senior Customer Experience Manager

The ideal candidate is responsible for overseeing the customer care and technical support teams to ensure exceptional service delivery. This role involves managing team performance, developing strategies for continuous improvement, and fostering a culture of excellence in customer experience.

Key Responsibilities:

  • Customer Care Strategy: Develop and implement comprehensive customer care procedures. Ensure the customer care team adheres to industry standards and best practices. Oversee customer interactions through various channels to ensure timely and effective responses.
  • Technical Support Operations: Oversee the technical support team to ensure efficient troubleshooting and resolution of technical issues. Implement processes for tracking and resolving technical support cases. Ensure the technical support team stays updated on product knowledge and technical skills.
  • Performance Monitoring and Reporting: Analyze customer care and support data to identify trends and areas for improvement. Prepare regular reports on team performance and customer feedback, presenting findings to senior management.
  • Team Management: Recruit, train, and manage a team of customer care and technical support representatives. Develop performance metrics and monitor individual and team performance.
  • Customer Feedback: Collect and analyze customer feedback to understand needs and expectations. Use customer feedback to drive improvements in products, services, and processes.

Requirements:

  • 5-8 years of experience in customer service or a related field, with at least 2 years in a supervisory or managerial role.
  • Proven track record of driving operational excellence and service quality, preferably in e-commerce and Australia & New Zealand market.
  • Strong organizational and multitasking skills. Customer-focused mindset with a commitment to delivering high-quality service.
  • Strong leadership and team management abilities, with a focus on driving performance, fostering teamwork, and cultivating a culture of excellence.

What We Offer:

  • A dynamic and supportive work environment.
  • Ongoing coaching, feedback, and development opportunities for team members.

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