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Customer Experience Manager

1 month ago

Melbourne, Victoria, Australia Ingenico Group Full time

Ingenico Group is a global leader in the fintech market, with more than three decades of experience and over 7,500 employees worldwide.

The company provides merchants with a comprehensive range of services and solutions that simplify payment processes and enhance customer experiences across various sales channels and payment methods.

Opportunity:

We are seeking an experienced Customer Experience Manager to join our team in Melbourne, Australia, on a permanent basis.

This role plays a critical part in ensuring the smooth operation of our contact centre, focusing on delivering exceptional customer service and support to all our customers and merchants.

The successful candidate will oversee teams of technical and customer support agents, manage daily operations, and continuously improve processes to drive performance, efficiency, and customer satisfaction.

Key Responsibilities:

  • Lead and motivate a team of technical support representatives to meet or exceed performance targets, enhance individual and team capabilities, and foster a positive work environment.
  • Oversee daily contact centre operations, ensuring effective resource utilisation, adherence to service level agreements, and achievement of performance targets.
  • Develop and implement strategies to enhance contact centre operations, including agent productivity optimisation, workflow streamlining, and customer/merchant satisfaction improvement.
  • Recruit, train, and coach contact centre agents to equip them with necessary technical skills and product knowledge for excellent customer/merchant support.
  • Establish performance evaluation systems to regularly assess agent performance, identify areas for improvement, and provide feedback for skill enhancement.
  • Act as the point of escalation for complex issues and assist contact centre agents in resolving challenging customer/merchant problems.
  • Collaborate with other business areas to identify customer pain points and suggest process enhancements or improvements.
  • Maintain contact centre technology infrastructure, including telephony systems, call routing software, and customer relationship management tools, for optimal performance.
  • Analyse contact centre metrics, generate reports, and use data-driven insights to identify patterns, trends, and areas for improvement in service quality and customer satisfaction.
  • Implement strategies to drive customer loyalty and minimise customer complaints, ensuring a superior customer experience.
  • Stay updated with advancements in relevant technology and industry trends to maintain a competitive edge and make informed recommendations for process improvement.

Requirements and Qualifications:

  • Strong understanding of Helpdesk and technical support principles, processes, and best practices.
  • Leadership skills to motivate and guide a team of technical support agents.
  • Knowledge of customer service principles and strategies to deliver exceptional customer experiences.
  • Understanding of performance metrics and ability to track and measure team performance.
  • Proficient in using contact centre software and systems, particularly AWS Connect.
  • Excellent communication and interpersonal skills to effectively interact with customers and team members.
  • Solid organisational and time management abilities to prioritise tasks and ensure efficiency.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

Salary:$120,000 - $150,000 per year, depending on experience

About Ingenico Group:

Ingenico Group is an equal-opportunity employer welcoming applications from candidates of all backgrounds. We offer a dynamic work environment and opportunities for professional growth and development.