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As Customer Experience Manager, you play a vital role leading our customer service team trans-Tasman with a focus on our Network and Retail channel.
You have strong internal cross-functional relationships both at a support office level as well as in the network. Leading a highly energetic team, you provide leadership, coaching, and accountability for all direct reports, ensuring we are optimizing productivity and delivering first-class customer service.
Leveraging technology, you will lead and drive accountability of the team through KPI and performance-based metrics, ensuring compliance with SLA business commitments. Critical to success in this role is a high-performing team that, through lived experiences, can offer solutions that drive improved customer experiences.
What will you do:
1. Ensure we meet or exceed the agreed Service Level Agreements of the business.
2. Develop customer service KPIs using technology to ensure all team members optimize their productivity and deliver best-in-class customer service.
3. Drive our internal REACH and Service Awards program, ensuring all awards and certificates are distributed on time each month, quarter, and year.
4. Use technology, such as Zendesk, to drive accountability of internal stakeholder teams to deliver exceptional customer experiences.
5. Manage store and non-store stocktakes, ensuring all internal and external requirements are met.
6. Work closely with the Customer Service Manager - Trade to ensure the entire customer service team delivers a first-class experience for our Network, Trade, and Retail customer groups.
About you:
1. Previous experience managing within a call centre environment.
2. Experience leading a high-energy team of 10-20 members.
3. Problem solver with the ability to think on your feet.
Looking after you:
We are committed to ensuring our people are well looked after. In addition to a rewarding and challenging career, we will provide:
* Staff discounts across the GPC Asia Pacific group of Companies.
* Employee assistance program.
* A highly safety-conscious work environment.
* Support for working parents, including parental leave top-up allowances.
* Paid volunteer leave to give back to your community.
About GPC Asia Pacific:
Movement is in our DNA. We are GPC Asia Pacific, one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealand, and Southeast Asia. Our brands include Repco, NAPA, McLeod Accessories, and Motion Industries.
We propel people forward. With over 8,000 team members in Asia Pacific and 60,000+ globally, being part of Genuine Parts Company means growth and opportunity. Learn more at
Send your CV to our Careers Team by clicking APPLY!
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