Customer Experience Strategist

2 weeks ago

Melbourne, Victoria, Australia Six Degrees Executive Full time

Six Degrees Executive is a leading recruitment agency that acknowledges the importance of diversity and inclusion in all aspects of business.

The role of Customer Service Manager plays a critical part in centralising and streamlining the customer experience platform for our esteemed client, a century-old family-owned Australian company with a global presence in automotive, seating, industrial, marine, and transportation hardware. This newly created opportunity requires an experienced professional to lead the team and drive ongoing improvements.

About the Role

As a key member of the organisation, you will be responsible for establishing and implementing a centralised Customer Service function that seamlessly integrates phone, email, and e-commerce streams. Your primary objective will be to enhance customer interactions and ensure a high-quality service experience.

Key Responsibilities:
  • Centralised Customer Service Management: Set up and manage a team of 4-5 people to handle customer inquiries, redirecting complex issues to branches as needed.
  • Process Standardisation: Develop and standardise processes and work instructions to ensure efficient and consistent service delivery.
  • Customer Experience Framework: Create and implement a customer experience framework, including board reports on customer experience health and wellbeing.
  • Day-to-Day Management: Oversee daily operations, monitoring customer interactions to ensure high-quality service and maintaining service KPIs.
  • Systems Implementation: Manage the integration and implementation of a new Teams-based telephone system, with a planned rollout in 8-12 weeks.
Skills & Experience:

This role requires a seasoned professional with:

  • 10+ years of customer service experience.
  • 5+ years of supervisory experience.
  • Proven experience in a small to medium business environment.
  • Proficiency in customer service software and ERP systems, particularly Pronto.
  • Strong problem-solving, decision-making, and leadership skills.
  • Excellent communication, organisational, and multitasking abilities.
  • A solution-focused, strategic thinker who can adapt to changing work environments.
Estimated Salary: AU$120,000 - AU$150,000 per annumWhat We Offer:
  • A highly competitive salary package.
  • The opportunity to shape and make the role your own.
  • Drive process improvement and enhance the customer experience.
  • Join a supportive and dynamic team.
  • Flexible working arrangements with flexibility regarding working from home.
  • Be apart of growing a team and taking ownership of the CS function.

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