Customer Service Excellence Director

3 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $117,368 - $147,832
About Our Ideal Candidate

We are seeking an experienced leader to join our team as a Customer Experience Team Leader.

This role is critical in leading a team that manages inbound customer contact and triages service requests across multiple contracts, ensuring exceptional service delivery and consistent quality management.

The ideal candidate will be responsible for overseeing the team's performance in managing inbound customer contact and service request triage, ensuring quality standards are consistently met across all contracts.

Key responsibilities include:

  • Implement and maintain robust quality management processes
  • Lead and mentor the Customer Experience Team, fostering a positive and engaged team culture
  • Act as the first point of contact for escalations, ensuring timely and effective resolutions
  • Conduct performance reviews for direct reports using SuccessFactors or similar platforms

We are looking for a seasoned professional with a strong focus on customer experience, quality management, and service delivery. Ideally, you bring:

  • Proven leadership skills with a demonstrated ability to manage people performance, quality, and team engagement
  • Stakeholder engagement and communication skills
  • Experience in quality management, including conducting evaluations, providing feedback, and improving processes

If you are passionate about delivering exceptional customer experiences, driving continuous improvement, and leading high-performing teams, we'd love to hear from you.

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