Customer Experience

5 days ago

Lilyfield, New South Wales, Australia Life Interiors Pty Ltd Full time $80,000 - $120,000 per year

About the Role

As the Customer Experience & Relations Lead, you'll act as the 2IC to the Customer Experience Manager & Customer Service Team Leader, supporting in the daily leadership of the customer service team while personally handling the more complex and high-touch customer relations cases.

You'll bridge the gap between local and offshore teams, ensuring consistency, accountability, and proactive communication. You'll lead by example, assisting with the coaching team members as directed, resolving escalations, managing complaints with empathy, handling cancellation requests and driving win-win outcomes, and influencing process improvements that enhance the customer experience.

This is a hybrid role, requiring 5 days in the office initially whilst in training, and then 4 days in the office ongoing.

Key Responsibilities

Leadership & Support

  • Act as 2IC to the Customer Experience Manager & CS Team Leader as directed.
  • Support the offshore Team Leader with day-to-day guidance and performance oversight (dotted-line reporting).
  • Step in to lead the team when the Customer Experience Manager is unavailable.

Customer Relations & Escalations

  • Manage high-level and complex customer issues to a successful resolution with empathy and professionalism.
  • Handle Stage 2 escalations, long-term complaint cases, and sensitive customer contacts, ensuring timely and effective outcomes.
  • Personally respond to and resolve negative reviews and social media complaints, turning detractors into promoters.
  • Proactively communicate with customers regarding delays, delivery concerns, or product issues before they escalate.
  • Handle high-value cancellation requests with the aim of protecting revenue, whilst balancing the needs of the customer and business.

Operational Excellence

  • Collaborate with the Customer Experience Manager & CS Team Leader to implement process enhancements and best practices.
  • Help maintain and update the Customer Help Centre and internal documentation.
  • Escalate systemic or recurring issues to management for review and resolution.

Stakeholder Collaboration

  • Build strong working relationships with warehouse, logistics, delivery, and product teams to ensure seamless customer outcomes.
  • Contribute to internal projects focused on customer experience improvements and feedback loops.

About You

You are:

  • Highly resilient and solutions-driven, you stay calm under pressure and bring clarity to chaos.
  • Empathetic and articulate, with strong communication and negotiation skills.
  • Confident managing customer escalations and motivating others to perform at their best.
  • An organised, detail-oriented multitasker who thrives in a fast-paced environment.
  • Experienced in customer service, with prior exposure to team leadership or 2IC responsibilities.
  • Familiar with CRM or ticketing platforms (e.g., Kustomer, Zendesk, or similar).

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