Customer Experience Leader
5 days ago
**Customer Experience Leader**
This role would suit someone with Customer Service Management experience who has exceptional leadership, time management, and customer service skills.
We are a fast-growing organization selling home robotics products in Australia and overseas and we are seeking someone to lead this area of the business.
Your role will be hands-on as well as strategic.
You will lead a team of 4 people and will continue to build out a team to support our growing customer base. Our objective is to turn or CS into a proactive support function to rapidly assist customers.
The role requires exceptional attention to detail and analytical skills. You will be ensuring that customers are replied to in a timely manner and that communication with customers is effective.
Your role is to ensure that customers are serviced well and within our SLA’s.
You will be part of the leadership team and your role will include:
- Handling customer complaints that are escalated
- Managing product returns
- Ensuring repairs are completed within expected timeframes
- Identify gaps with training and support material for customers
- Handling calls
- Managing logistics
- Managing refunds
- Managing AVG star ratings
- Managing tickets
You must be experienced with
- CRM
- Ticketing systems
- Customer Service Management
This role is suited to someone who loves to be operational, wants to build a world-class CS team, and wants rapid career progression.
The role is full time offering a $70k base and bonuses up to $30k
Pay: From $70,000.00 per year
**Benefits**:
- Employee discount
Schedule:
- Monday to Friday
Supplementary Pay:
- Performance bonus
Work Authorisation:
- Australia (preferred)
Work Location: In person
Expected Start Date: 07/10/2024
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