Customer Experience Director

19 hours ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $120,000
Customer Experience Manager Position

We are seeking a highly skilled professional to lead our customer service team across New Zealand and Australia.

The ideal candidate will have strong internal cross-functional relationships and be able to optimize productivity while delivering first-class customer service.

This role requires leveraging technology to drive accountability of the team through close KPI and performance-based metrics, ensuring compliance to SLA business commitments.

Key Responsibilities:
  • Ensure we meet or exceed the agreed Service Level Agreements of the business.
  • Leveraging technology, develop customer service KPI's that ensure all team members are optimizing their productivity and delivering best in class customer service.
  • Be the drivers of our internal REACH and Service Awards program, ensuring all awards and certificates go out on time each month, quarter, and year.
  • Using technology, such as Zendesk, to drive accountability of internal stakeholder teams to deliver exceptional customer experiences.
  • Manage both store and non-store stocktakes, ensuring all internal and external requirements are met.
  • Work closely with the Customer Service Manager – Trade to ensure the entire customer service team delivers a first-class customer experience for our three key customer groups: Network, Trade, and Retail.
About You:
  • You must have previous experience managing within a call centre environment.
  • Possess experience leading a high energy team of 10-20 people.
  • You should be a problem solver with the ability to think on your feet.

This is an exciting opportunity to join our dynamic team and contribute to delivering exceptional customer experiences.

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