Customer Experience Team Leader - VIC (South)At JB Hi-Fi, we're more than just one of Australia's largest and most trusted retailers – our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do.
We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.We offer unbeatable value, world-class brands and exceptional customer service across our 300+ store network, online, and in our commercial division, JB Hi-Fi Business.JB Hi-Fi is the perfect place to power your career, and we're excited to hear from you.Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by **** and continue to improve the way we reduce, reuse, and recycle.Job DescriptionAs the Customer Experience Team Leader, you will be responsible for the leadership, coaching, and day-to-day management of the Customer Experience team.
You will drive performance and act as the primary point of contact for escalations within the team and play a critical part in ensuring high levels of customer satisfaction (CSAT), Net Promoter Score (NPAS), and adherence to Service Level Agreements (SLAs).
Key responsibilities include, but are not limited to:Lead, coach, and mentor the Customer Experience Coordinators to ensure high levels of performance and consistent service delivery.Monitor team KPIs, CSAT, NPAS, SLA adherence, and other metrics are met or exceeded.Manage team rosters, leave, and coverage to ensure seamless customer support.Act as the primary point of contact for escalations from the Customer Experience Team, resolving issues quickly and effectively, or escalating to the Customer Experience Manager if necessary.Monitor SLA performance for first-contact interactions, working closely with the team to meet service level targets.Provide regular feedback and coaching to team members, conducting performance reviews and identifying opportunities for professional development.Collaborate with other Team Leaders and the Customer Experience Manager to continuously improve processes, share best practices, and enhance customer service delivery.Drive continuous improvement initiatives in team performance and efficiency, identifying areas for process optimisation.QualificationsTo be successful in this role, you will need:Proven experience leading a customer support or contact centre team, with a focus on coaching, performance management, and meeting KPIs.In-depth knowledge of contact centre operations, including phone, chat, and customer service best practices.Excellent communication skills, with the ability to provide clear direction and feedback to team members, and to handle escalated customer interactions.Strong decision-making skills, with the ability to solve escalated issues effectively and efficiently.Proficiency with CRM tools, particularly Salesforce, CPQ, and Service Cloud, and experience with live chat platforms.Experience in driving process improvement initiatives and using performance data to enhance team efficiency, desired.Knowledge of scheduling, roster management, and ensuring adequate coverage in a customer support environment, desired.Additional InformationIf you are interested in this exciting opportunity with us, please click apply and upload your CV.
All applications are strictly confidential.JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion.
If this opportunity excites you (even if you feel that you don't meet 100% of the criteria) – please don't hesitate to apply
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