Senior Customer Experience Strategist

4 hours ago


Sydney, New South Wales, Australia EBR Full time
Customer Service Country Lead

About the Role:

We are seeking a highly skilled and experienced Customer Service Country Lead to join our team in Sydney. As a key member of our leadership team, you will be responsible for developing and implementing strategies to improve customer experience and satisfaction.

Key Responsibilities:

  • Develop and implement effective customer experience strategies to meet KPIs
  • Mentor and guide the customer service team to deliver exceptional customer experiences
  • Evaluate staff performance and provide constructive feedback for improvement
  • Maintain strong relationships with internal stakeholders to promote cooperation and commitment within the team
  • Foster a culture of continuous improvement to achieve optimal efficiency in operations
  • Lead the team in resolving customer complaints in a timely and professional manner
  • Coordinate customer service projects and initiatives effectively
  • Collaborate with the Head of Customer Happiness on strategic planning and suggest innovative ideas for improvement

Requirements:

  • Minimum 7 years of experience as a Supervisor/Leader in Customer Service
  • Previous digital customer service experience
  • Ability to lead and manage a team of at least 25
  • Proven track record in process improvement, such as CSAT
  • A professional and responsible team player
  • Strong understanding of Customer Service KPIs
  • Prior knowledge of Lean/Six Sigma Principles and forecasting/budgeting measures
  • Willingsness to travel if required

What We Offer:

Our client offers a competitive salary package, including a base salary of approximately $120,000 - $150,000 per year, depending on experience. In addition, you will have opportunities for career growth and professional development.

About Our Client:

Our client is a successful company that has a strong passion for providing consumers with user-friendly mobile experiences. They are committed to making a difference in the global telco industry.



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