Senior Customer Experience Manager

1 day ago

Melbourne, Victoria, Australia WEX Australia Pty Ltd Full time

We are seeking a dynamic Team Lead to oversee daily operations, ensuring exceptional service excellence and putting the customer at the center of everything we do.

About the Role

This is an exciting opportunity to lead a multilingual team (Cantonese, Mandarin, and English) in delivering outstanding support to customers and merchants across various regions. Based in Melbourne, you will be responsible for overseeing daily operations, aligning team goals with the broader business objectives, and fostering a positive, inclusive work environment where individuals feel valued and supported.

As a Senior Customer Experience Manager, you'll play a key role in developing your team, including setting clear expectations, promoting growth, and encouraging innovation. You'll also be responsible for driving operational excellence through process improvements, optimizing resources to consistently meet service level agreements (SLAs).

Key Responsibilities:

  • Lead a customer support team, ensuring high-quality service across phone, email, and chat channels.
  • Monitor team performance, meeting key performance indicators (KPIs) and identifying opportunities for improvement.
  • Collaborate with internal teams (IT, sales, credit) to resolve complex customer and merchant issues efficiently.
  • Drive operational excellence through process improvements, optimizing resources to consistently meet service level agreements (SLAs).
  • Foster a culture of continuous improvement by encouraging team members to provide feedback and contribute ideas for service and process enhancements.
  • Recruit, onboard, and develop team members, coaching them for success and supporting their career growth within the organization.

Requirements:

  • Proven experience leading a team in a call center environment, ideally in financial services or payment processing.
  • Fluency in Cantonese, Mandarin, and English (written and spoken).
  • Strong problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
  • Excellent communication and customer service skills, with a focus on fostering collaboration.
  • Experience using CRM systems and other relevant software tools.

Estimated Salary: AU$ 85,000 - AU$ 110,000 per annum, depending on qualifications and experience. This role offers a competitive salary package, including benefits such as health insurance, superannuation, and generous leave entitlements. WEX Australia Pty Ltd is an equal opportunities employer and welcomes applications from diverse candidates.

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