Customer Solutions Team Lead – Post Sales Support
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Provide leadership and direction to the Customer Solutions Coordinators to ensure the delivery of a positive channel experience and effective resolution of issues.
Key responsbilities include:
- Lead and empower the Customer Solutions team to provide customers and other key stakeholders across multiple channels with efficient timely and effective support that compliantly drives customer engagement and loyalty.
- Compliantly promptly and directly resolve complex escalated customer issues using the full suite of tools and options available to reduce customer friction or further escalation.
- Coach and develop the team to efficiently provide support and find resolutions for customers using the complaints framework and the broad range of options and tools available.
- Ensure complaints framework processes KPIs and SLAs are effectively monitored to identify address or escalate individual or operational performance issues that may impact customer experience compliance or business cost.
- Support the design implementation and continuous improvement of self serve and automated customer experiences.
- Ensure issues which may result in a compliance breach reputational risk or a financial loss are rapidly identified investigated and escalated where required.
- Collaborate with the QA team to appropriately measure QA and deliver frequent and appropriate feedback and recognition to individual team members.
- Identify and analyse root causes of customer friction in order to develop and propose initiatives that improve Customer Experience.
- Support in the appropriate scheduling of available resources and provide real time direction to the team to ensure available resources are allocated appropriately for best meeting customer demand across channels.
- Prepare and deliver appropriate learning content that allows team members to serve learn and develop more quickly.
- Ensure secure management of customer data to ensure transparency and accuracy of all customer information throughout the customer lifecycle.
Qualifications :
- Minimum 3 years working in a customer experience role.
- Experience managing complex escalated customer complaints and using a complaints management framework
- Experience with compliance in a highly regulated industry
- Experience with process & system optimisation/launch within customer solution software space (CRM telephony chat).
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
Key Skills
About Company
At JB Hi-Fi, we’re more than just one of Australia’s largest and most trusted retailers – our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, cons ... View more
