Customer Experience Manager

2 days ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $90,000 - $120,000
Customer Experience Manager

We are seeking an experienced Customer Experience Manager to join our customer service team in Sydney. This role involves leading a team of customer service representatives, coaching and supporting them to deliver exceptional customer experiences.

You will be responsible for providing guidance, performance management, coaching and development of your team, ensuring they provide excellent customer service while maintaining a friendly and professional rapport with customers.

Key Responsibilities:
  • Become an ambassador for the company's vision by inspiring brand loyalty among customers.
  • Ensure customer service advisors have access to the latest product information, knowledge manuals, and systems.
  • Foster enduring professional relationships with customers on their buying process via online portals.
  • Respond effectively to social media interactions in line with company protocols, overseeing accurate logging of all customer interactions in the CRM system and maintaining compliance with internal standards.
Requirements & Qualifications:
  • Previous experience with quality assurance frameworks and associated coaching programs is highly advantageous.
  • Excellent verbal communication and writing skills are essential.
  • Experience in contact centre environments, email case management, and strong data and analysis skills are required.
  • A passion for electric vehicles and technology would be beneficial.
Skills You'll Bring:

This role requires someone who is passionate about delivering exceptional customer experiences, has strong leadership skills, and can effectively communicate with customers.

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