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Customer Experience Manager

1 month ago

Melbourne, Victoria, Australia SMAART Recruitment Full time
About the Opportunity

SMAART Recruitment is seeking a Customer Service Team Leader to join their dynamic team in South Melbourne. This is an exciting opportunity to step into a leadership role within a business that values positivity, growth, and high performance.

As a Customer Service Team Leader, you will be responsible for leading a small, energetic team to deliver exceptional customer service. Your main responsibilities will include coaching and mentoring your team, managing key performance metrics, resolving customer escalations, and identifying areas for process improvement.

Key Responsibilities
  • Lead a high-performing customer service team to consistently meet and exceed KPIs
  • Provide live coaching during customer interactions to improve skills and achieve goals
  • Conduct weekly one-on-ones to assess team performance and identify areas for improvement
  • Manage customer escalations and ensure the best customer outcomes
  • Identify and drive improvements to processes and workflows
  • Oversee team performance management, including the development of Performance Improvement Plans (PIPs)
  • Ensure compliance with company policies, processes, and frameworks
  • Support and mentor the 2IC in leadership responsibilities
  • Contribute to a positive customer journey, driving reviews and customer satisfaction
About You
  • 2-4 years of leadership experience in a call centre or operational environment
  • Passionate about customer service and delivering outstanding experiences
  • Excellent communicator with strong listening and interpersonal skills
  • Capable of managing multiple priorities and performing under pressure
  • A positive, can-do attitude with a solutions-focused mindset
What We Offer
  • A competitive salary package of $75-80k + Super
  • Incredible perks: Free daily massages, regular team lunches, and exciting company events
  • An amazing culture: Fun, vibrant, and supportive team environment
  • Career growth: Be part of a business with big expansion plans – locally and internationally