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Senior Customer Experience Leader

2 weeks ago

Sydney, New South Wales, Australia ResMed Full time
Job Summary

The Team Leader is responsible for leading and guiding a team of customer service representatives, providing coaching, mentoring, and support to enhance their performance and professional growth. This role requires strong leadership abilities, extensive experience in a customer service role, and excellent verbal and written communication skills.

Key Responsibilities
  • Develop comprehensive training programs and ensure team members receive proper training to excel in their roles, including continuous learning and skill enhancement initiatives.
  • Facilitate the onboarding process for new team members, ensuring smooth integration into the team and providing necessary training and resources.
  • Implement and maintain a robust quality management system, including monitoring and evaluating customer interactions to ensure exceptional customer experiences and adherence to service standards.
  • Drive the achievement of Key Performance Indicators (KPIs) by setting targets, monitoring progress, and implementing strategies to optimize team performance and productivity.
About You

We are seeking an experienced leader who possesses strong leadership abilities, extensive experience in a customer service role, and excellent verbal and written communication skills. The ideal candidate will also have proven experience in coaching, mentoring, and developing team members, and familiarity with quality management systems and monitoring processes.