AddressWOW Recruitment are incredibly excited to be able to work on this newly created role for one of our key fintech clients in Sydney CBD.
Their exponential growth plans see the critical need for a Customer Excellence Manager – to commence in July 2024 or before.
- Approximately $150k to $170k + Super
- A diverse and vibrant international environment
- Social events
- Huge growth trajectory
The Service Excellence Manager will oversee Onsite Service Delivery, Merchant Onboarding, Retention and Merchant Service Teams across Australia. The role has full accountability for these key Customer functions, owning execution of their customer vision and operational Management across the Australian Business.
Delivery is a key facet of the role and you’ll be a natural at guiding intent (both yours and your teams) into measurable action; consistently meeting, exceeding, and lifting performance and customer loyalty targets.
You’ll be process oriented, capable of identifying and driving opportunities for improvement. Working cross-functionally across the organisation, this role will help drive strong adoption of the organisation’s offerings and ensure high retention of their customers.
A strong change management background will be crucial to drive new initiatives, tools and projects. You'll partner with Product and Engineering teams on support-readiness for new products; working collaboratively to launch and drive product improvements resulting in efficiency and consistently throughout various support channels.
You’ll be an experienced people leader as well as ensuring high customer satisfaction across a range of products and customer segments. A strong understanding of the importance of engaging and developing a team is critical. You’ll evangelise the importance of customer experience across your teams and the business - representing the voice of their merchants.
You’re a passionate people leader, driven to create a customer first culture by creating engaged, high performing teams.
SKILLS & EXPERIENCE
- Lead a 24/7 team of customer service representatives, including hiring, scheduling, training, coaching, motivating, providing feedback, and handling customer escalations.
- Develop strategy for collecting, analysing, and improving upon key call center metrics (e.g. First call resolution, Average Handle Time, Customer Satisfaction, and Conversion)
- Build out new policies and procedures to support growth, scale and efficiency.
- Work with key stakeholders to implement new service strategies across all customer touchpoints.
- Demonstrate an acute awareness of day-to-day operational delivery and ensure day to day smooth running of the business to ensure efficiency and Customer service excellence delivery.
- Work with teams to resolve and own any Customer issues. Implementing corrections and improvements as required
- Self-Starter - ability to design, execute and implement change with confidence.
- Passion – for the company’s mission
- Highly energetic personality – a motivator
- Critical Thinking – Strategic and highly analytical
- Leadership – easily move others to action by planning, motivating, organising and influencing.
- Goal Oriented – naturally motivated to reach goals
- Interpersonal/Communication Skills – an innate ability to channel different points of view; able to establish and maintain excellent relationships and credibility quickly; create team atmosphere with internal staff while achieving key objectives; excellent consulting skills
- Maturity – provide a good balance of risk taking and judgment.
- Professional – unquestionable integrity, credibility, and character; has demonstrated high moral and ethical behaviour
We have been recruiting a variety of roles for this organisation for several years, across all departments and levels of seniority as they continue to go from strength to strength.
This newly created role is testament to that growth and demonstrates the future potential for your own professional growth and ongoing career development.
Note: To be considered for this role, it is ESSENTIAL that you have Permanent Residency or Australian Citizenship.
If you meet the above criteria and can see yourself in this role, get in touch with Brad Johnson via ****@wowrecruitment.com.au
