Customer Experience Manager

7 days ago

Melbourne, Victoria, Australia beBeeService Full time $90,000 - $120,000
Job Title: Customer Service Leader

We are seeking a highly skilled and experienced professional to lead our customer service team. This role is responsible for driving exceptional customer experiences, ensuring we meet or exceed the agreed Service Level Agreements of the business.

The successful candidate will have strong internal cross-functional relationships, leadership skills, and experience managing a high-energy team. They will be responsible for developing customer service Key Performance Indicators (KPIs), leading and driving accountability of the team through close KPI and performance-based metrics, and ensuring compliance to SLA business commitments.

The ideal candidate will have previous experience managing within a call centre environment, experience leading a high-energy team of 10-20, systems experience using Zendesk, outstanding communication skills, and problem-solving abilities.

This is a rewarding and challenging career opportunity that values its employees. We offer staff discounts, private health insurance discounts, employee assistance programs, and a highly safety-conscious work environment.

GPC Asia Pacific is one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealand, and South East Asia. Our iconic brands include Repco, NAPA, McLeod Accessories, and Motion Industries.

As a Customer Service Manager at GPC Asia Pacific, you will play a vital role in delivering exceptional customer experiences. You will be part of a dynamic team that is committed to achieving business goals and objectives.

  • Drive customer satisfaction by meeting or exceeding the agreed Service Level Agreements of the business.
  • Develop customer service KPIs that ensure all team members are optimizing their productivity and delivering best-in-class customer service.
  • Be the driver of our internal REACH and Service Awards program, ensuring all awards and certificates go out on time each month, quarter, and year.
  • Use technology, such as Zendesk, to drive accountability of internal stakeholder teams to deliver exceptional customer experiences.
  • Manage both store and non-store stocktakes to ensure all internal and external requirements are met.
  • Work closely with the Customer Service Manager - Trade to ensure the entire customer service team is delivering a first-class customer experience for our three key customer groups.

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