Customer Experience Leader Full-time Job

Join as a Customer Experience Team Leader in New Zealand

Are you ready to challenge and enhance your leadership skills? An exciting opportunity awaits for a Customer Experience Team Leader role in a leading global company based in New Zealand. As a Team Leader, you will be responsible for overseeing and improving all aspects of the customer journey to ensure satisfaction and loyalty throughout the customer lifecycle. Your role will play a crucial part in impacting customer experience and ultimately the company's bottom line.

Duties and Responsibilities

As a Customer Experience Team Leader, some of your key duties and responsibilities include:

• Supporting customers through various channels and handling escalations within company guidelines and KPIs.
• Developing specialized knowledge and skills to enhance customer service quality.
• Monitoring work volumes, analyzing issues, and implementing systems to improve performance.
• Processing escalated issues from different departments and maintaining continuous customer contact.
• Logging job updates, processing requests, and providing daily reporting on VOC cases.

Key Relationships and Compliance

As a Customer Experience Team Leader, you will also be responsible for:

• Leading meetings to share information and obtain work group perspective.
• Guiding, supporting, coaching, and mentoring team members.
• Ensuring compliance with health and safety regulations in the workplace.

Qualifications and Experience

For this role, the following qualifications and experiences are required:

• 7+ years of relevant experience, preferably in the Telecommunication, Consumer Electronics, or FMCG industry.
• Proficiency in customer experience tools and software.
• Degree qualification is preferable.
• Strong problem-solving and communication skills.

Apply Today

If you are intellectually curious, proactive, resilient, and passionate about technology, then you could be the ideal candidate for this role. Don't miss out on this exciting opportunity to contribute to a dynamic team. Send your resume and cover letter to recruitment@phoneplus.co.nz or reema.kaur@phoneplus.co.nz. Join us in Northcote, Auckland, and be part of a challenging and rewarding journey in customer experience leadership.