Senior Specialist- Customer Experience TAS

4 weeks ago

Hobart, Tasmania, Australia Kinetic Full time

Customer Service Team Leader

We are seeking a Customer Service Team Leader to manage our dynamic customer service team. In this role, you'll ensure that our team resolves customer inquiries, issues, and complaints with a focus on customer satisfaction.

Key Responsibilities:

  • Lead and manage the customer service team, ensuring high-quality service through effective resolution of customer inquiries and feedback.
  • Handle inbound and outbound customer service calls, ensuring detailed documentation of interactions.
  • Produce regular reports for stakeholders, addressing requests and resolving issues efficiently.
  • Conduct thorough assessments of customer complaints and investigate as needed, ensuring compliance with contractual obligations.
  • Identify trends in customer feedback and collaborate with internal teams to implement proactive solutions.
  • Audit the quality of responses from the customer experience team, ensuring adherence to Kinetic standards and continuous professional development.
  • Manage the customer service budget, including employee wages, and oversee core applications such as CustomerLink, Salesforce, and TIMS.
  • Evaluate refund claims in line with organisational policies and maintain compliance with student assessment systems.
  • Promote and uphold child safety principles as part of our commitment to protecting young people.
  • Undertake additional tasks as needed to support the success of the organisation.

Requirements:

  • Excellent communicator with an approachable demeanour.
  • Proven experience in building customer relationships and demonstrating empathy.
  • Detail-oriented with strong analytical, investigative, and problem-solving skills.
  • Self-motivated and adaptable to a fast-paced work environment.
  • Committed to ethical practices and high-quality performance.
  • Proficient in customer management systems, including Salesforce and TIMS.

We are a growing, high-achieving service organisation dedicated to excellence. If you are ready to make a difference in customer service and thrive in a collaborative environment, we want to hear from you.

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