Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeTeamLeader Full time $120,000 - $140,000
Key Job Responsibilities

The primary objective of this role is to lead a high-performing team in Sydney. The Team Lead will focus on coaching, motivating and supporting the team members to deliver exceptional service to customers, service partners and internal stakeholders.

Main Accountabilities:
  • Develop a strong brand image for Polestar and their vision for a sustainable planet
  • Provide guidance on scheduling, briefing updates, case routing, performance management, coaching and development of Customer Engagement Advisors
  • Earn respect and excellence in customer service while maintaining a friendly and professional rapport with customers
  • Collaborate closely with support functions from headquarters and marketing initiatives as required
  • Provide operational process libraries and maintain access to latest product information for Customer Engagement Advisors
  • Foster enduring professional relationships with customers throughout their buying process via online portals
  • Respond effectively to social media interactions in line with company protocols
Qualifications & Experience:
  • Prior experience with quality assurance frameworks and associated coaching programs is advantageous
  • Excellent verbal communication and writing skills
  • Contact centre experience, email case management and strong data analysis skills
  • Livchat case handling, technical skills, social media proficiency and advanced Microsoft Office abilities
  • Understanding and passion for Electric Vehicles and technology

This is a full-time position based in our showroom, offices and workshop on Sydney's lower North Shore.

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