Found Description
The Role
This role ensures the Customer Experience Team accurately handles requests, follows customer guidelines, and collaborates with internal teams for successful outcomes. Key responsibilities include driving performance to meet KPIs, generating monthly reports for Freshdesk and 3CX, and actively coaching and mentoring the team. The focus is on streamlining processes and continuously identifying opportunities to enhance team knowledge and efficiency.
What you'll be doing
This role involves developing and implementing customer experience strategies for clients in Australia and New Zealand. Responsibilities include collaborating with clients to optimize the customer journey, analyzing feedback to identify improvements, and fostering relationships with key stakeholders to align strategies.
The role also includes coaching and mentoring customer experience teams, managing team KPIs, handling escalat...