Senior Customer Experience Professional

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $110,000
Job Overview

We are seeking a seasoned professional to spearhead our efforts in enhancing customer experience across internal teams and global delivery partners.

This key role involves shaping the way we deliver customer service, from onboarding new team members to designing and facilitating training programs, quality audits, and compliance checks.

Main Responsibilities:

  • Conducting quality audits to monitor compliance and identify areas for improvement across customer service channels
  • Reviewing customer interactions to maintain consistency, quality, and regulatory standards
  • Supporting internal teams and international partners through knowledge sharing and calibration sessions
  • Providing clear feedback and coaching to enhance team performance and compliance
  • Designing and delivering engaging training sessions for both new hires and ongoing development
  • Creating and maintaining training materials, process guides, and knowledge base content
  • Leading onboarding programs and developing continuous learning pathways
  • Analysing performance data to uncover trends and inform improvements
  • Preparing reports with actionable insights to drive customer experience enhancements

Requirements:

  • University Degree qualified in a relevant field
  • Proven experience in quality assurance, training, or learning and development within a customer service environment
  • Experience in retail, eCommerce, or FMCG environments is highly valued
  • Skilled in delivering effective training and providing coaching
  • Able to analyse data to inform improvements and report outcomes
  • A strong communicator with influence and relationship-building skills

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