Customer Experience Manager

Job Location: Sunshine Coast
Employer: OfficeHQ
Full time

Are you ready to take the next step in your career?  Do you love coaching and motivating people to perform at their best?  Do you thrive in a fast-paced sales and service enivornment?  Are you looking for a company with flexible working conditions?

  • Multi-award winning company with a great culture
  • Rewarding role to showcase your sales & service expertise
  • Experienced and welcoming team

OfficeHQ is a global success story.  We handle calls on behalf of hundreds of thousands of businesses, providing that all-important human contact for customers. Our telephone answering service, includes messaging and appointment scheduling, all built and delivered on a cloud-based platform serving clients globally. We provide our clients with the professional image of a true receptionist experience, no more answering machines or unreliable voice mails.   This role is a vital cog in the OfficeHQ model.

What we offer:

OfficeHQ has a great work-life balance and offers benefits like wellness support, reward programs and regular opportunities to work from home. We offer a competitive salary and are focused on ongoing personal development. Being part of the OfficeHQ journey promises to be an exciting and engaging experience with lots of autonomy and the opportunity to develop new skills.

Your role:

You will be responsible for leading the Customer Experience team (sales and customer service) for our Australian team, providing the highest level of service and ensuring sales targets are met.  You will deliver against all sales and customer service goals, across multi-channel platforms, and undertake analysis of issues and opportunities to drive a continuous improvement culture resulting in improved business outcomes. 

Key responsibilities and tasks:

  • Lead, manage, support and mentor the Customer Experience team to ensure that service and sales delivery objectives are achieved
  • Develop, evaluate and implement improvements to customer experience by developing and implementing initiatives to help drive better customer satisfaction outcomes
  • Monitor sales performance and use insights to coach team members to meet targets
  • Maximise opportunities to increase client growth through innovation and industry best practices
  • Ensure all customer service and sales enquiries are handled in line with the company expectations and in a timely manner
  • Become the key point of contact for overseeing all escalations and ensuring they are resolved in a timely manner
  • Drive the online and digital sales and customer experience for all clients to meet the expectations of clients now and into the future
  • Oversee marketing activities to attract and retain new clients
  • Maintain excellent stakeholder relationships with all resellers

Leadership Attributes:

  • Understanding of impact of own behaviour on cultural standards (actions speak louder than words)
  • Actively encourages different perspectives to stimulate ideas and identify new opportunities
  • Builds organisational talent for now and the future
  • Is self aware, humble, and willing to get on with the job
  • Holds self accountable for own and team’s results and behaviour, and stays positive and effective in challenging situations
  • Driven by the opportunity for positive impact, and will leave the business and people better than they found them.  Makes things simple and relevant
  • Focuses efforts on collaboration and achievement of organisational outcomes, not personal gain
  • Leads with their authentic self, not the power of their position. Says what they mean whilst maintaining respect for others

Knowledge & Experience Requirements:

  • Previous experience in a leadership role (desirable)
  • Ability to grasp new technologies and processes quickly
  • Strong understanding of what makes great customer experience
  • Strong understanding of the sales lifecycle
  • Exposure to all sales channels and what drives success
  • The ability to liaise with all levels of management
  • Collaborative / consultative work style (diplomatic)
  • Strong analytical acumen
  • Excellent interpersonal skills
  • Intuitive and track record in influencing others
  • Ability to manage and support team members in a productive manner
  • Ability to challenge and debate issues of importance to the organisation
  • Outstanding communication skills (written/verbal) and attention to detail

 

Employment Term:

– This is a full-time role of 37.5hrs per week

– Flexible working to suit business needs is required

– Maroochydore (office based with opportunities to work from home)

 

Note:

This position description represents the role and responsibilities at the time of appointment, however due to the dynamic nature of our business, the key tasks and responsibilities are likely to evolve over time. The flexibility to adapt to any changes should be considered a key requirement of working at OfficeHQ.

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