Customer Experience Manager

22 hours ago

Brisbane, Queensland, Australia beBeeServiceDesk Full time $50,000 - $80,000

**Job Title:** Customer Experience Manager

Job Description:

The Customer Experience Manager is responsible for delivering exceptional customer service by managing relationships and providing timely updates on existing issues.

This role involves monitoring the smart card network for security alarms, faults, and system issues, as well as logging incidents and requests in a tracking system and assigning them to the appropriate area.

The Customer Experience Manager will also dispatch field technicians to respond to requests within agreed service level agreements, review and adjust scheduling as new requests are received, and monitor progress of requests.

In addition, this role requires escalating high-priority issues to the Team Leader and/or those that will not be resolved in a timely manner, liaising with internal and external stakeholders, and following up to ensure issues have been resolved.

The Customer Experience Manager will work closely with the field team to ensure efficient coordination and dispatch of field services personnel, maintain accurate records for fault management, preventative maintenance, and reporting purposes, and participate in disaster recovery and business continuity planning and testing.

Required Skills and Qualifications:
  • Experience in a similar environment (dispatch/coordination of a field workforce)
  • Comprehensive computer and operating system knowledge and proficiency using Microsoft Office suite
  • Interpersonal skills, such as telephone skills, communication skills, active listening, and customer focus
  • Typing skills to ensure quick and accurate entry of service request details
  • Strong technical awareness with the ability to match resources to technical issues appropriately
  • Excellent customer service skills and well-developed communication skills
  • Ability to multi-task and adapt to changes quickly
  • Excellent communication skills, both oral and written
Benefits:
  • Prior use of a tracking system
Others:
  • Customer service focus
  • Effective time management skills
  • Ability to stay focused and calm under pressure
  • Self-motivated with the ability to work in a fast-moving environment
  • Ability to effectively liaison with all levels of internal and external stakeholders
  • Positive can-do attitude
  • Ability to work independently and use initiative to find support from a range of established resources

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