Senior Customer Experience Manager

4 days ago

Caloundra, Australia beBeeCustomer Full time $80,000 - $120,000

Customer Service Team Leader

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Are you a customer-focused professional looking to advance your career?
We're seeking a skilled Customer Service Team Leader to join our Australian team in Queensland. As a key member of our customer experience team, you'll play a vital role in delivering exceptional service and ensuring our clients receive the highest level of support.
The ideal candidate will have 3+ years' experience in a leadership role, with a proven track record of managing high-performing teams and driving business growth through excellent customer relationships. You'll be an expert communicator, able to build strong relationships with clients and colleagues alike, and possess a passion for learning new software and technologies. If you're a motivated and enthusiastic leader with a flair for customer service, we'd love to hear from you

Key Responsibilities:
  • Lead and inspire the Australian Customer Experience team to deliver against all customer service goals and targets.
  • Leverage multi-channel platforms to ensure clients receive the highest level of service.
  • Analyse issues and opportunities to drive a continuous improvement culture, resulting in improved business outcomes.
  • Recruit, onboard, upskill and coach team members to a high standard.
  • Assist your team to achieve and exceed performance targets.
  • Develop and improve standard operating procedures.
  • Create a first-contact resolution culture to minimise follow-ups.
  • Oversee payments and collections processes to ensure efficiency.
  • Collect, analyse and act upon customer insights to improve experiences.
  • Build positive relationships with clients, big and small.

Requirements:
  • 3+ years' experience in a leadership role.
  • Experience managing a customer service team.
  • Outstanding written and verbal communication skills.
  • Demonstrated negotiation and complaint resolution skills.
  • Aptitude and passion for learning new and sometimes complex software.
  • Exposure to self-service adoption and leveraging automation.
  • Experience with call centre software and helpdesk ticketing is well regarded.
  • Private workspace with a high-speed NBN connection.
  • Ability to commute to our Maroochydore (Qld) office.

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