Customer Experience Team Leader – Remote

Summary:

We are seeking a dedicated Customer Experience Team Leader to join our HR & Personnel team in Sydney CBD. This role is pivotal in enhancing customer satisfaction and ensuring a seamless experience for our clients. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional service, contributing to the overall success of our organisation.

Responsibilities:

• Lead and motivate the customer experience team to achieve high performance and service excellence.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor and analyse customer feedback to identify trends and areas for improvement.
• Collaborate with other departments to ensure a cohesive approach to customer service.
• Conduct training sessions for team members on best practices in customer engagement.
• Resolve complex customer issues and complaints in a timely and effective manner.
• Prepare and present reports on customer experience metrics to senior management.
• Stay updated on industry trends and best practices to continuously improve service delivery.

Qualifications:

• Strong interpersonal and communication skills.
• Proven experience in a customer service or team leadership role.
• Ability to analyse data and derive actionable insights.
• Proficient in using customer relationship management (CRM) software.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and manage multiple priorities.
• A passion for customer service and a commitment to enhancing the customer experience.