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Head of Customer Service

1 month ago

North Ryde, Australia FREEDOM Full time

About this role

Who we are

Take a seat at Freedom, the home of innovation, empowerment, and opportunity. For more than 40 years, we've continued to deliver on our promise:  to make beautiful things for the home available to everyone.

Our company is about our people, so honesty, transparency and recognition are at the heart of how we work. Spend your day inspired to grow, through problem-solving, collaboration and hard work. We're design-led, passionate and constantly evolving.

We want you to be part of our journey, so pull up a chair, and find out what it means to work in our Customer Service team.

What you'll be doing

This role is directly responsible for the end to end customer service experience. The key responsibilities of the role include:

Build, in-conjunction with key stakeholders, a compelling omnichannel customer service model that aligns to the brand values and grows customer service metrics and sales. Set and maintain customer initiatives to deliver high levels of customer satisfaction across all areas of the operation Identify opportunities to improve the customer journey, in particular post-purchase. Bring together experience, analysis, feedback and initiative, to develop and implement creative solutions Responsible for KPI's across response times, returns and rectifications and effective management of good faith payments, ACCC and state-based consumer tribunal investigations Being the advocate for the ‘Voice of the Customer' program for Retail Operations and assisting the GM Retail and the Regional Managers in driving engagement and continuous improvements in our NPS results

Who you are

Minimum 5+ years customer care team experience Strong business management understanding of customer journeys and demonstrated experience in impacting these measures. Demonstrated experience in project and change management Proven success in planning, developing and executing Experience with Zendesk and Qualtrics preferred Tertiary Degree

Perks of the job

A Competitive Salary + Superannuation  Limitless career growth opportunities - A development plan built around your goals and beyond. We offer access to internal and external training programs  A career with Freedom can take you anywhere. 25% staff discount across all Freedom products, including sales prices. Work in a friendly and supportive environment. Hybrid working arrangements

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