Operations Manager for Customer Experience

1 day ago


Homebush, Victoria, Australia people2people Full time
About the Role:
We are seeking an experienced Operations Manager to join our Customer Experience team in Sydney. As a key member of the team, you will be responsible for managing offshore BPO providers and ensuring exceptional customer service is delivered.

Key Responsibilities:
  • Manage and monitor the performance of offshore BPO vendors to ensure KPIs are met
  • Serve as the primary point of contact for Samsung Field Team and Retailers, providing support and guidance on customer inquiries
  • Liaise with VOC leadership to escalate pending or complex customer claims
  • Develop and maintain strong relationships with stakeholders at operational levels to identify opportunities for enhanced service offerings
  • Analyze high-risk case studies to identify process breakdowns and propose improvements

Requirements:
  • Relevant secondary/tertiary qualifications
  • Proven experience in customer-facing roles with excellent communication skills
  • Demonstrated ability to work under pressure, prioritize tasks, and meet deadlines
  • Australian Driver's License and reliable transportation
  • Strong technical background, preferably in MS Office applications

What We Offer:
  • Competitive salary range: $90,000 - $110,000 per annum
  • Generous discounts on company products
  • Access to wellbeing platform and heavily discounted gym membership
  • Onsite parking and a dynamic work environment

About Us:
people2people, Edge Recruitment, and Frog Recruitment are award-winning recruitment groups and HR solutions providers. Our inclusive workforce encourages employees, clients, and candidates to showcase their authentic selves.

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