Customer Service Excellence Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomer Full time $110,000 - $150,000

About the Opportunity

Job Overview:

This is a pivotal leadership position in overseeing a team that manages customer interactions and service requests across multiple contracts, ensuring exceptional service delivery and consistent quality management.

Key Responsibilities:
  • Direct the team's performance in handling customer contact and service request triage, guaranteeing quality standards are consistently met across all contracts.
  • Develop and maintain robust quality assurance processes, including regular assessments of customer interactions and service requests to identify areas for improvement.
  • Lead and mentor the Customer Experience Team, fostering a collaborative and engaged team culture.
  • Act as the primary point of contact for VOC and customer escalations, ensuring timely and effective resolutions.
  • Conduct performance and development reviews for direct reports using performance management tools.
  • Collaborate with clients by managing day-to-day interactions and ad hoc requests to maintain strong, positive relationships.
  • Monitor and report on key performance indicators (KPIs) to ensure contract-specific SLAs are consistently met or exceeded.

About You:

  • You are an experienced leader with a focus on customer experience, quality management, and service delivery.
  • Ideally, you possess: Proven leadership skills with a demonstrated ability to manage people performance, quality, and team engagement. Stakeholder engagement and communication skills. Expertise in quality management, including conducting evaluations, providing feedback, and improving processes.
  • Proficiency in office software suites and experience with reporting and performance management tools.

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