Senior Customer Experience Manager

6 days ago

Hunters Hill, Australia beBeeLeadership Full time $48,960 - $99,360
Job Overview

The Customer Care Team Leader plays a vital role in delivering high-quality and timely service to our clients. This key position is responsible for managing and supporting the team to ensure exceptional customer experiences.

Key Responsibilities
  • Manage and support the team, fostering a culture of teamwork and collaboration.
  • Develop and implement training programs to enhance the skills, knowledge, and competency of the team.
  • Serve as a point of contact for escalated calls and enquiries, providing solutions to resolve complex issues.
  • Ensure accurate and timely updates of information in systems.
  • Facilitate regular team meetings to share feedback, provide coaching, and training to improve performance.
  • Model values and contribute to the service delivery leadership team.
  • Coach, supervise, and mentor the team to deliver exceptional customer experiences.
  • Promote teamwork, cooperation, and collaboration between teams and regions.
Requirements
  • Proven experience in customer service and/or care environment.
  • Demonstrated experience in motivating and leading staff.
  • Experience working effectively with various systems and technology.
  • Strong digital literacy, with proficiency in PC-based applications.
  • Excellent written and oral communication skills.
  • Effective planning, prioritizing, and organizing skills.
  • Ability to maintain professionalism and confidentiality.
  • Capacity to work independently and collaboratively as part of a multi-disciplinary team.
  • Positive attitude, creative problem-solving skills, and resilience.

As a Customer Care Team Leader, you will be responsible for managing and supporting a team to deliver exceptional customer experiences. You will develop and implement training programs to enhance the skills and knowledge of the team. You will serve as a point of contact for escalated calls and enquiries, providing solutions to resolve complex issues.

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