Customer Experience Team Leader
10 hours ago
About Us
Paywise is experiencing significant growth, offering an outstanding opportunity to join our organisation at a pivotal and vibrant time.
As a Customer Experience Team Leader, you will lead a team responsible for being the first point of contact for clients utilising our salary packaging and novated leasing services. In this key leadership role, you will inspire and guide a high-performing team dedicated to delivering highly personalised service and assisting customers as they navigate our comprehensive offerings.
At Paywise, our collaborative culture energises our people. You'll lead by example, fostering engagement, supporting development, and sharing our commitment to bold growth objectives. We value people who thrive in fast-paced environments, are passionate about customer service, and are eager to develop both themselves and those around them.
Are you ready to advance your career, lead an exceptional team, and make a difference with a leading organisation?
What We Offer
• Loyalty Leave
• Competitive remuneration package.
• Opportunities for career progression.
• A new modern office within Perth's CBD.
• Employee Benefits package which includes extensive salary packaging offerings.
• Lunch once a month and other fun workplace events.
About the Opportunity
Our Customer Experience (CX) team, based in Perth CBD are currently seeking a Customer Experience Team Leader to join them. This role is in office Monday – Friday, hybrid is not available due to the nature of the position.
In this role you will report to the Head of Customer Experience, your key responsibilities will include:
• Manage and mentor a team of Customer Experience Consultants, providing guidance and support to maintain a high performing team.
• With a customer-centric mindset, drive a culture of highly personalised service and care.
• Ensure seamless interactions across all member touchpoints.
• Work force management ensuring all CX teams are adequately rostered.
• Act as the point of contact for complex or escalated customer issues, ensuring timely and effective resolution.
• Effective team management of call centre interactions (voice, chat, email).
• Quality assurance of emails, phone calls and other tasks.
• Training and development of team members.
About You
Other key skills and experience:
• Minimum 3 years' experience in call centre environment.
• Minimum 2 years' experience as a team leader.
• Familiarity with customer service tools such as Ring Central systems, ticketing systems, live chat software, and phone systems to efficiently manage customer interactions (desirable).
• Experience with FBT, GST, and end-to-end Novated and Salary Packaging administration is desirable but not essential.
• Previous experience in a customer service role, preferably with progressively increasing responsibilities, to understand customer needs and challenges.
• Proven ability to motivate and inspire teams to exceed performance goals while delivering exceptional customer experiences
• Excellent verbal and written communication skills to effectively communicate with customers, team members, and other stakeholders.
Next Steps
We are committed to building a diverse and inclusive workplace. We encourage candidates from diverse backgrounds to apply and join our team at Paywise. Apply now
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