Customer Experience Lead

7 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $120,000 - $140,000
Customer Care Specialist

This role provides an opportunity to be part of a forward-thinking business that prioritizes the customer experience.

Job Description:

As a key member of the customer care team, you will be responsible for delivering exceptional customer service across all channels, including voice, online and social media. You will work closely with the head of customer care to foster deep relationships internally and externally, ensuring a seamless customer journey. Your proactive approach to problem-solving and ability to interpret data will drive continuous improvement in customer satisfaction.

Responsibilities:

  • Work closely with senior leaders to ensure alignment across multiple functions.
  • Utilize data to understand customer performance and develop solutions to address potential challenges.
  • Maintain regular contact with your team and provide timely feedback.
  • Ensure effective communication across all customer touchpoints.
  • Develop and implement strategies to enhance operational processes based on customer feedback.

Requirements:

To succeed in this role, you will need excellent negotiation and influencing skills, as well as the ability to form strong relationships at a senior level. Leadership experience within a retail or service environment is highly valued. You should also possess a deep understanding of the customer journey, with a passion for continuously improving efficiency and effectiveness through process analysis and enhancement.

Benefits:

This business offers a flexible working environment, allowing you to choose between working from home or one of two office locations. A dynamic and resourceful team awaits a motivated individual who is customer-centric and passionate about delivering exceptional results.

Snapshot of Responsibilities:

- Engage stakeholders and provide insights to enhance the customer journey
- Utilise data to understand customer performance and take proactive steps to address challenges
- Maintain regular contact with your team and provide feedback
- Ensure effective communication across all customer touchpoints
- Develop and implement strategies to enhance operational processes based on customer feedback

You Will Need:

- Ability to form relationships across multiple functions at a senior level with excellent negotiation and influencing skills
- Leadership experience within a Retail or Service environment
- Deep understanding of the customer journey where you constantly seek to improve efficiency and effectiveness
- Excellent customer engagement skills with the ability to manage conflict resolutions tactfully and empathetically
- Logical and pragmatic thinking style where you can navigate complex information and deliver it in an easy-to-understand format
- The right attitude: Adaptable and agile, you thrive working with a variety of responsibilities and tasks, you relish autonomy and are, at your core, customer centric with a genuine passion for the customer experience

],

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