Global Customer Experience Manager

1 week ago


Homebush, Victoria, Australia people2people Full time
About the Role

We are seeking a highly skilled Global Customer Experience Manager to join our team in Sydney. This is a fantastic opportunity for an experienced professional to take on a challenging role and make a real impact on our customers' experiences.

Job Description:

  • Account Management: You will be responsible for managing offshore BPO vendors, ensuring they deliver high-quality services to our Retail partners and Field Team.
  • Main Point of Contact: As the main point of contact for Samsung Field Team, you will handle customer inquiries, escalate issues, and provide solutions.
  • Liaison with VOC Leadership: You will work closely with the VOC leadership team to address customer claims and ensure timely resolution.
  • Stakeholder Management: Develop and maintain strong relationships with key stakeholders at operational levels to identify opportunities for enhanced service offerings.
  • Process Improvement: Conduct high-risk case studies to identify process breakdowns, develop improvement plans, and propose implementation strategies.

About You

  • You have relevant secondary or tertiary qualifications.
  • You have experience working in high-level customer service environments.
  • You possess excellent time management skills, attention to detail, and ability to work under pressure.
  • You must have your own transportation and a current valid Australian Driver's License.
  • You demonstrate strong verbal and written communication skills.
  • You are organized, able to prioritize tasks, and take initiative.
  • You display a good work ethic and commitment to customer service culture.
  • You are competent in MS Office applications.

What We Offer

  • A competitive salary range of AUD $80,000 - $110,000 per annum.
  • Generous discounts on company products.
  • Access to discounts and special promotions with retail partners.
  • Access to wellbeing platform.
  • Heavily discounted gym membership.
  • Onsite parking.

At people2people, we value diversity, equity, and inclusion. We encourage our employees, clients, and candidates to showcase their authentic selves. If you're passionate about delivering exceptional customer experiences and are looking for a new challenge, please apply now.



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