Experienced Customer Experience Professional Wanted

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerService Full time $80,000 - $120,000
Customer Experience Manager

We are seeking a dedicated and customer-focused leader to helm our Customer Experience team. The ideal candidate will be responsible for cultivating exceptional customer satisfaction through collaborative efforts with the team.

Key Responsibilities:

  • Cultivate exceptional customer satisfaction through collaborative efforts with the team
  • Establish performance targets and KPIs, ensuring weekly goals are met
  • Maintain open communication with team leaders and the broader team regarding campaigns, product launches, website updates, and customer service-related matters
  • Mentor Customer Service team members to upsell and utilize their extensive product knowledge for exceptional customer experiences
  • Leverage Gorgias Customer Management System, Shopify Platform, and relevant warehouse management systems to investigate customer order history and update customer information as needed
  • Team management: rostering, training, and day-to-day oversight of online customer service and sales representatives
  • Provide regular reporting on team and individual performance, customer insights, and pain points
  • Identify opportunities to enhance overall customer experience and sales effectiveness across channels
  • Serve as a point of escalation for customer-related issues

About You:

  • You possess a pleasing nature and strive to make others happy
  • 2-3 years of experience leading an online customer service and sales team, with a background in various online service channels, including social media and live chat
  • Exceptional written communication skills, providing clear and concise information
  • Excellent time management skills and ability to multitask
  • Expertise in AI and automation, as well as customer service SAAS platforms
  • Experience with Gorgias, Zendesk, or Desk.Com is advantageous
  • A high attention to detail and excellent problem-solving skills

About Us:

We are driven by our ethos 'we rise by lifting others', empowering our community with tools and vital information for healthier, happier lifestyles.

Since our inception, we've positively impacted millions of lives through industry-leading fitness supplements and high-impact marketing via digital channels.

Benefits:

  • Corporate Gym Membership
  • Friendly, supportive work environment
  • Competitive compensation
  • Discounted supplements and protein bars
  • Office dogs

Schedule:

Monday to Friday

Work Authorisation:

Australia (preferred)

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