Have you led a multi-region SaaS support function before?
Are you comfortable with restructuring teams and processes ?
About Our Client
This opportunity is with a medium-sized organisation within the business services industry. Known for its commitment to excellence, this company focuses on delivering high-quality solutions to its clients and fostering a professional work environment.
Job Description
Develop and implement customer service strategies to enhance client satisfaction.
Oversee and manage the customer service team to ensure high performance and efficiency.
Monitor customer feedback and identify opportunities for improvement.
Collaborate with internal teams to streamline processes and improve customer interactions.
Analyse customer service metrics and prepare reports for senior management.
Ensure compliance with industry standards and company policies in all customer service interactions.
Lead training initiatives to up-skill the customer service team.
Act as the primary point of contact for escalated customer concerns and resolve issues promptly.
The Successful Applicant
A successful Head of Customer Experience should have:
Proven experience leading customer service teams in the business services industry.
Strong understanding of customer experience strategies and best practices.
Exceptional communication and leadership skills.
Proficiency in data analysis and reporting tools.
Ability to develop and implement effective customer service processes.
A solutions-focused mindset with a commitment to achieving excellence.
SaaS background essential.
Experience with AI/Automation tools.
What's on Offer
Competitive salary of AUD 150,000 to AUD 180,000 plus superannuation.
Permanent, full-time role offering stability and career growth.
Opportunities to work in a professional and supportive environment within the business services industry.
A chance to lead and shape the customer service function at a medium-sized organisation.
If you are passionate about delivering exceptional customer experiences and are ready to take on a leadership role, we encourage you to apply today
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