Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $90,000 - $120,000

About the Position

  • Supervise a team to deliver top-notch customer experience and drive sales conversion.
  • Establish performance benchmarks and KPIs, ensuring weekly targets are met.
  • Collaborate with team leaders and other departments on communication about campaigns, product launches, and customer service issues.
  • Mentor Customer Service team members to upsell and provide exceptional customer service.
  • Utilize Gorgias, Shopify, and warehouse management systems to investigate customer orders and make updates as needed.
  • Manage a team of online customer service and sales representatives, focusing on rostering, training, and day-to-day operations.
  • Provide regular reporting on team and individual performance, customer insights, and pain points.
  • Identify areas to improve overall customer satisfaction and sales effectiveness across channels.
  • Serve as a point of escalation for customer-related issues.

About You

  • You are a people-oriented individual, dedicated to making customers happy.
  • Hold 2-3 years of experience leading an online customer service and sales team, with experience across various channels, including social media and live chat.
  • Demonstrate exceptional written communication skills, providing clear and concise information.
  • Showcase excellent time management skills and multitasking abilities.
  • Have expertise in AI, automation, and customer service SAAS platforms.
  • Familiarity with Gorgias, Zendesk, or Desk.Com is an asset.
  • Demonstrate a high attention to detail and strong problem-solving skills.
Requirements:
  • Lead a team to deliver first-class customer experience.
  • Set performance targets and KPIs.
  • Collaborate with team leaders and other departments.
  • Mentor Customer Service team members.
  • Utilize Gorgias, Shopify, and warehouse management systems.
  • Manage a team of online customer service and sales representatives.
  • Provide regular reporting on team and individual performance.
  • Identify areas to improve overall customer satisfaction and sales effectiveness.

We Offer:

  • A dynamic work environment.
  • The opportunity to grow and develop your skills.
  • A competitive salary and benefits package.

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