Customer Experience Leader Full-time Job

Position: Customer Experience Manager

Overview:

Are you a seasoned leader looking to take on a new challenge? Join a global company in New Zealand as a Customer Experience Manager. In this role, you will be responsible for overseeing and enhancing the customer journey to ensure satisfaction and loyalty throughout the customer lifecycle. Your work will directly impact the company's bottom line, making your role vital within the organization.

Responsibilities:

• Provide support to customers through various channels while adhering to company guidelines and KPIs.
• Develop and maintain specialized knowledge and skills to deliver high-quality service and enhance customer experience.
• Monitor work volumes, identify issues, and implement systems to improve performance standards.
• Process escalated issues from different departments and ensure timely resolution.
• Log jobs and updates into the system, escalate difficult calls when necessary, and handle requests for exchanges, returns, or refunds.
• Collaborate with different teams to align initiatives and drive business outcomes.

Key Relationships:

• Lead meetings to gather perspectives and share information.
• Guide, support, and mentor team members to deliver results.
• Provide positive feedback, articulate needs, and negotiate solutions.
• Manage information flow and address queries promptly.

Compliance:

Adhere to responsibilities under the Health and Safety at Work Act 2015. Take necessary steps to ensure safety at all times and prevent harm to yourself and others.

Qualifications & Experience:

• 7+ years of relevant experience in industries like Telecommunication, Consumer Electronics, or FMCG.
• Proficiency in customer experience tools, CRM platforms, and data analytics software.
• Degree qualification is preferred.
• Strong problem-solving and communication skills.

Desired Skills:

• Intellectual curiosity and passion for technology.
• Adaptability and resilience.
• Proactive mindset and initiative-taking.

Application:

If you feel you possess the right qualifications and are eager to join a dynamic team, submit your application to recruitment@phoneplus.co.nz or Reema.kaur@phoneplus.co.nz. Location: Northcote Auckland. Don't miss this opportunity to contribute to a leading global company in New Zealand.