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Chief Customer Experience Manager

3 weeks ago

Darwin, Northern Territory, Australia beBeeCustomerCentric Full time $60,000 - $70,000
Job Description

The Job Title requires overseeing a team of service staff to deliver exceptional customer experiences, ensuring timely and efficient operational management that meets or exceeds client expectations.

Key Responsibilities:
  • Coordinate the delivery of high-quality passenger services across various work areas during shifts, prioritizing customer-centricity and efficiency.
  • Lead on-the-job coaching and training, as well as performance feedback, to drive team performance and excellence.
  • Manage resources effectively to meet operational demands and Service Level Agreements.
  • Ensure accurate reporting and compliance with relevant industry standards, legislation, and company policies.
  • Coordinate assistance for passengers requiring special support during disruptions or delays.
  • Enforce OH & S Regulations and Company Policies to ensure passenger and employee safety.
  • Report incidents immediately and maintain awareness of incident reporting obligations.
  • Execute procedures according to regulations set by individual client airlines.
  • Build strong relationships with colleagues and stakeholders.
  • Represent the organization professionally, maintaining contract retention and high customer satisfaction.
  • Promote a positive company image through grooming, behavior, and service.
  • Comply with Standard Operating Procedures and Policies.
Requirements:
  • Adherence to company values and operating procedures.
  • Leadership experience driving customer-centric culture within teams.
  • Ability to lead teams, share information, and provide support during operations.
  • Safe working practices at all times.
  • Adherence to company safety policies and processes.
  • Minimum 2 years' experience in customer service-oriented roles.
  • Experience handling difficult situations with clients and high-volume personalized customer service.
  • Pressure management and successful conflict resolution.
  • Effective communication with diverse backgrounds and confidential/sensitive situation handling.
  • Understanding SLAs while adhering to safety requirements.
  • Proactive self-starter capable of managing multiple issues and resolving them effectively.
  • High-level computer skills.
  • Flexibility in committing to 24/7 rostered shifts.
  • Keeping up-to-date with articulate training.
  • Following instructions from management.
  • Previous leadership experience in Service Desk or Supervisor roles essential.
Desirable Criteria:
  • Secondary language desirable.
  • Operational experience where SOPs are in place.