Customer Experience Country Lead - Drive CX (Sydney)

EBR Ever Better Recruitment; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

EBR Ever Better Recruitment is seeking a Customer Service Country Lead for a major telecom client in Sydney. You will drive customer experience strategy, mentor a 25-person team, and coordinate initiatives with senior leadership to improve CSAT and KPI performance.

The role demands strategic planning, process improvement, and a proven leadership track record in digital customer service within a fast-paced telco environment.

Qualifications

• Minimum of 7 years of experience as a Supervisor/Leader in Customer Service.
• Previous digital customer service experience.
• Ability to lead and manage a team of at least 25.
• Proven track record in process improvement such as CSAT.
• A professional and responsible team player.
• A strong understanding of Customer Service KPIs.
• Prior knowledge of Lean/Six Sigma Principles as well as forecasting and budgeting measures.
• Willingness to travel if required.

Responsibilities

• Implement strategies and tactics to improve Customer Experience & Satisfaction to ensure KPIs are always met
• Mentoring the Customer Service to meet customers’ needs and
• Giving constructive evaluation to staffs to help them improve their performance
• Maintaining a friendly working relationship with the leaders within the organization to promote cooperation and commitment within a team
• Aiming at a culture of continuous improvement in order to achieve optimal efficiency in operations
• Directing the team to solve customers’ complaints in a timely and professional manner
• Effectively Coordinating customer service projects and initiatives
• Working directly with Head of Customer Happiness on strategic planning, suggesting thoughtful and innovative insight on improvements

Skills

Leadership

Customer service

KPIs

CSAT

Lean Six Sigma

Forecasting

Budgeting

Team management

Strategic planning

Mentoring

Job description

EBR Ever Better Recruitment is seeking a Customer Service Country Lead for a major telecom client in Sydney. You will drive customer experience strategy, mentor a 25-person team, and coordinate initiatives with senior leadership to improve CSAT and KPI performance.

The role demands strategic planning, process improvement, and a proven leadership track record in digital customer service within a fast-paced telco environment.