Customer Experience Manager

7 hours ago

Sydney, New South Wales, Australia Xe Full time
{"title": "Customer Care Manager", "description": "About the Role

Xe is a leading provider of currency services and products, and we're looking for a skilled Customer Care Manager to join our team. As a key member of our customer support team, you'll be responsible for delivering exceptional customer experiences and ensuring that our customers receive the highest level of service.

Key Responsibilities
  • Lead the Customer Care Team to deliver a high-impact support experience for consumers and businesses, meeting key performance targets and service levels.
  • Strategically drive the team to build strong customer relationships with Xe, where consumers view Xe as their 'go-to' transaction provider.
  • Manage escalated cases and formal complaints, leading changes in Xe's processes to reduce the number of formal complaints.
  • Identify issues in the end-to-end process and highlight areas for improvement, working collaboratively with key teams.
  • Empower and coach the customer care team to optimize overall team performance, actively coaching team members to improve performance using quality assurance processes.
Requirements
  • 3-5 years' experience managing teams to deliver an excellent customer experience.
  • Experience in managing and motivating a team to deliver against targets and metrics.
  • Excellent communication skills, both spoken and written.
  • Coaching skills to invest in team members to perform at the highest level.
  • Ability to adhere to process and propose continuous improvements based on results.
  • Comfortable working in a fast-paced, target-driven environment.
  • Data-driven and analytical, with the ability to review and analyze performance metrics and coach team members to optimize performance and achieve targets.
What We Offer
  • Competitive market-based salary $80,000-83,000.
  • Annual Discretionary Bonus.
  • Superannuation.
  • Healthcare.
  • 20 days annual leave increasing with each year of service (capped at 25 days).
  • Paid day off for your Birthday.
  • Discounted Euronet Employee Share Purchase Plan (ESPP).
  • Plumm Mental Health and Wellbeing.
  • Volunteering day for a charity of your choice.
About Xe

Xe is a global leader in processing secure electronic financial transactions. We're proud to be part of Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Our purpose is to make a positive impact on our customers' lives by providing them with the best possible currency services and products.

We're committed to making our recruitment practices barrier-free and as accessible as possible for everyone. If you would like us to do anything differently during the application, interview, or assessment process, please contact us on ""

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