Customer Experience Director

4 days ago

Melbourne, Victoria, Australia Careerone Partner Network Full time
Drive Customer Satisfaction and Team Excellence

We are seeking an accomplished Customer Service Manager to lead our customer service team. This pivotal role is instrumental in upholding our commitment to customer satisfaction and efficient service.

About the Role:

  • Craft and periodically assess customer service policies, programs, and procedures to ensure alignment with customer expectations and quality standards.
  • Oversee day-to-day sales operations, optimising processes to enhance response times and operational efficiency.
  • Provide clear direction, constructive feedback, and support to team members, playing a key role in recruiting and onboarding new customer service staff.
  • Lead, inspire, and develop customer service representatives to deliver exceptional service and maintain high morale within the team.
  • Design and implement strategies for after-sales support to monitor customer satisfaction, assess product performance, and drive continuous service improvement.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field. Equivalent work experience may also be considered.
  • At least 2-3 years of experience in a customer service management role, ideally within retail or e-commerce environments.
  • Proven ability to lead and develop a high-performing customer service team, focusing on both operational efficiency and customer satisfaction.
  • Strong leadership and motivational skills, with a track record of effectively managing and inspiring teams.
  • Excellent communication and interpersonal abilities, with a customer-focused approach to resolving issues and enhancing experiences.
  • Solid understanding of customer service principles, policies, and procedures, including after-sales support strategies.
  • Familiarity with CRM, as well as basic proficiency with data analysis and reporting tools.
  • Excellent problem-solving skills, with a proactive approach to identifying and addressing customer needs.
  • Strong organisational and multitasking abilities to manage multiple responsibilities in a fast-paced environment.
  • Ability to collaborate effectively with cross-functional teams to ensure alignment in meeting customer expectations.
  • Flexibility to adapt to the dynamic needs of a growing company and occasionally assist with hands-on sales operations.

What We Offer:

  • A competitive salary range of $79,040 + Superannuation based on your qualifications and experience.
  • The opportunity to join a dynamic Australian company dedicated to delivering high-quality products and services.
  • A chance to develop your leadership and management skills in a fast-paced retail environment.
  • Ongoing training and development opportunities to enhance your career growth.

Location: Our office is located at 28 Hamersley Dr Clyde, North, Victoria 3978.

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