Address
Form of work Responsible for managing Easygo customer support onboarding, upskilling/retraining and quality of service. You will work with the senior members to provide insights, coaching and QA across all teams along with other areas of the business to share insights and ideas. This role will play a key part in our strategy to build out a customer focused quality/CSAT framework along with a structured, documented and repeatable learning framework and content.
Requirements
Work with HO and 3rd party provider equivalent on establishing Quality framework and implement technical system
Work with HO and 3rd party provider equivalent on establishing a closed feedback loop or customers along with sharing insights to either individuals or department leads to address customer satisfaction
Provide insights to team leaders and shift supervisors to assist coaching and feedback to improve overall customer satisfaction
Act as a liaison between the customer support team, other departments and third party providers for training needs and pain points
Train company processes, policies and procedures and comply with relevant regulations
Assist with general team administration (rostering, access, tech issues and comms)
Migrate learning content to be online so it is repeatable, consistent and accessible
Create assessment and evaluation check points to help baseline skill levels and plan learning interventions
Essential experience:
Experience in managing customer support teams
Strong understanding of customer service processes and best practices
Experience in coaching and upskilling team members
Knowledge of quality assurance and monitoring processes
Ability to work with senior members to provide insights and ideas
Strong analytical and problem-solving skills
Proven experience to facilitate and build learning interventions
Desirable qualifications:
Background in customer experience or customer service management
Experience in developing and implementing customer focused quality/CSAT frameworks
Knowledge of learning and development frameworks
Project management skills
Experience leading cross-functional teams
Benefits
Flexible working hours
Team socials and ad-hoc get-togethers, and events for you to get involved in (if you wish)
Annual training and development budget
Optional flu shot
Daily catered breakfast
Massage Wednesdays - we get professionals to do this!
Friday parmas/pub lunch, plus happy hour in the office from 4PM
Table tennis and pool tables, plus a games room with PS5 and dartboards
Company retreats each year
Paid volunteer day
A full-time barista/kitchen manager who will make you coffee, tea and fresh juices
Help yourself to the fully stocked drinks fridge and snack shelf
We have many many more initiatives that we will roll out over the next 12 months.
“We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant”
We believe that the unique contributions of everyone at Easygo are the driver of our success.
To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.
