Customer Experience Team Leader VIC (South)

As the Customer Experience Team Leader you will be responsible for the leadership coaching and day-to-day management of the Customer Experience team. You will drive performance and act as the primary point of contact for escalations within the team and plays a critical part in ensuring high levels of customer satisfaction (CSAT) Net Promoter Score (NPAS) and adherence to Service Level Agreements (SLAs).

Key responsibilities include but are not limited to:

• Lead coach and mentor the Customer Experience Coordinators to ensure high levels of performance and consistent service delivery.
• Monitor team KPIs CSAT NPAS SLA adherence and other metrics are met or exceeded.
• Manage team rosters leave and coverage to ensure seamless customer support.
• Act as the primary point of contact for escalations from the Customer Experience Team resolving issues quickly and effectively or escalating to the Customer Experience Manager if necessary.
• Monitor SLA performance for first-contact interactions working closely with the team to meet service level targets.
• Provide regular feedback and coaching to team members conducting performance reviews and identifying opportunities for professional development.
• Collaborate with other Team Leaders and the Customer Experience Manager to continuously improve processes share best practices and enhance customer service delivery.
• Drive continuous improvement initiatives in team performance and efficiency identifying areas for process optimisation.

Qualifications :

To be successful in this role you will need:

• Proven experience leading a customer support or contact centre team with a focus on coaching performance management and meeting KPIs.
• In-depth knowledge of contact centre operations including phone chat and customer service best practices.
• Excellent communication skills with the ability to provide clear direction and feedback to team members and to handle escalated customer interactions.
• Strong decision-making skills with the ability to solve escalated issues effectively and efficiently.
• Proficiency with CRM tools particularly Salesforce CPQ and Service Cloud and experience with live chat platforms.
• Experience in driving process improvement initiatives and using performance data to enhance team efficiency desired. 
• Knowledge of scheduling roster management and ensuring adequate coverage in a customer support environment desired. 

Additional Information :

If you are interested in this exciting opportunity with us please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you dont meet 100% of the criteria) please dont hesitate to apply!

Remote Work :

No

Employment Type :

Full-time