Lead Customer Experiences

2 weeks ago

Melbourne, Victoria, Australia beBeeExcellence Full time $90,000 - $120,000

Customer Experience Lead

We are seeking a skilled Customer Experience Lead to oversee our customer service team, providing leadership and guidance to ensure exceptional customer experiences.

The ideal candidate will have strong internal cross-functional relationships, leveraging technology to drive accountability through close performance metrics. Critical to success is a high-performing team that can offer solutions driving improved customer engagement.

Key Responsibilities:

  • Evaluate and enhance Service Level Agreements (SLAs) to meet or exceed expectations.
  • Develop strategic customer service KPIs to optimize productivity and deliver best-in-class customer experiences.
  • Foster a culture of excellence by recognizing outstanding performance through internal recognition programs.
  • Collaborate with stakeholders to ensure seamless integration of technology, such as Zendesk, to deliver exceptional customer experiences.
  • Coordinate stocktakes to meet internal and external requirements.
  • Work closely with the Customer Service Manager - Trade to ensure a unified customer experience across three key areas: Network, Trade, and Retail.

About You:

  • Prior experience managing high-energy teams in a call centre environment.
  • Leadership experience of 10-20 people.
  • Systems experience using Zendesk.
  • Excellent communication skills.
  • Effective problem-solving ability with sound decision-making.

What We Offer:

  • Staff discounts across various groups.
  • Private health insurance discounts.
  • Employee assistance program.
  • A highly safety-conscious work environment.
  • Support for working parents, including parental leave top-up allowance.
  • Paid volunteer leave.

About Our Business

We operate in the industrial and automotive aftermarket parts and service supply sector in Australia, New Zealand, and South East Asia.

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