Dynamic Customer Experience Leader

7 hours ago

Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,000
Customer Experience Director

Job Title: Customer Experience Director

About the Role:

We are seeking an experienced and dynamic leader to oversee our client's customer experience operations. This pivotal leadership role involves overseeing the entire customer journey, from inquiry to post-sales support, ensuring interactions reinforce our client's reputation for excellence.

Key Responsibilities & Expectations:
  • Lead a team of customer service specialists, fostering high performance and continuous improvement through effective management and mentoring strategies.
  • Develop, review, and implement policies, programs, and procedures designed to enhance the customer experience across various touchpoints.
  • Analyze key performance metrics to improve call handling times, first-contact resolution, and overall service quality.
  • Collaborate with cross-functional teams to streamline workflows and resolve escalated issues efficiently.
  • Plan and implement after-sales initiatives to gather customer feedback and identify opportunities for growth and development.

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