Customer Experience Manager Lead

6 days ago

Sydney, New South Wales, Australia XE Full time
Job Description:

We are seeking an experienced Customer Experience Manager to lead our customer care team and deliver a high-impact support experience for consumers and businesses.

The successful candidate will be responsible for driving the team to achieve key performance targets and service levels, while also encouraging a 'one global team' culture as we evolve our 'follow the sun' support model.

Key Responsibilities:
  • Drive excellence in customer support, responding to inbound queries from XE's global customer base.
  • Manage escalated cases and formal complaints, leading changes in processes to reduce the number of formal complaints.
  • Build strong relationships with internal stakeholders and drive the team to build strong customer relationships with Xe.
  • Identify issues in the end-to-end process and highlight areas for improvement, working collaboratively with key teams.
  • Empower and coach the customer care team to optimize overall team performance, actively coaching team members to improve performance using quality assurance processes.
  • Achieve revenue targets by empowering the customer care team to execute simple, low-value money transfers directly for customers.
  • Enforce adherence to standard global processes, monitoring performance and suggesting continuous improvements to tools and processes.
  • Contribute feedback on digital tools and insights on how to optimize digital self-serve for consumers, reducing support call volumes.
Requirements:
  • Leading teams: 3-5 years' experience managing teams to deliver an excellent customer experience.
  • Targets driven: Experience in managing and motivating a team to deliver against targets and metrics.
  • Excellent communication: Spoken and written.
  • Coaching skills: Investing in team members to perform at the highest level.
  • Improvements and efficiencies: Ability to adhere to process, proposing continuous improvements based on results.
  • Agile environment: Comfortable working in a fast-paced, target-driven environment.
  • Metrics and Data: Data-driven and analytical, able to review/analyze performance metrics and coach team members to optimize performance and achieve targets.
Benefits:
  • Competitive market-based salary $80,000-83,000.
  • Annual discretionary bonus.
  • Superannuation.
  • Healthcare.
  • 20 days annual leave increasing with each year of service (capped at 25).
  • Paid day off for your birthday.
  • Discounted Euronet Employee Share Purchase Plan (ESPP).
  • Plumm Mental Health and Wellbeing.
  • Volunteering day for a charity of your choice.
About Us:

Xe is a global leader in processing secure electronic financial transactions. We leverage technology to deliver our services through our website, mobile apps, and over the phone. Our purpose is to develop new and better currency services that put our customers first.

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