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 of all direct reports ensuring we are optimizing productivity, and the team are delivering first class customer service.
Leveraging technology, you will lead and drive accountability of the team through close KPI and performance-based metrics and ensure compliance to SLA business commitments. Critical to the 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**:
- Ensure we meet or exceed the agreed Service Level Agreements of the business.
- Leveraging technology, develop customer service KPI's that ensure all team members are optimizing their productivity and delivering best in class customer service.
- Be the drivers of our internal REACH and Service Awards program ensuring all awards and certificates go out on time each month, quarter, and year.
- Using technology, such as Zendesk, to drive accountability of internal stakeholder teams they deliver exceptional customer experiences.
- Managing both store and non-store stocktakes ensuring all internal and external requirements are met.
- Work closely with the Customer Service Manager - Trade ensuring the entire customer service team is delivering a first-class customer experience for our three key customer groups being our Network, Trade and Retail.
**About you**:
- Have previous experience managing within a call centre environment
- Possess experience leading a high energy team of 10-20
- Systems experience using Zendesk
- Outstanding communication skills
- 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
- Private health insurance discounts
- Employee assistance program
- A highly safety conscious work environment
- We proactively support our working parents in a variety of meaningful ways, and our parental leave top-up allowance is one of the ways we do this
- Paid volunteer leave allowing you to give back to your chosen charity/community organisation
**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 South East Asia. Our iconic brands include Repco, NAPA, McLeod Accessories and Motion Industries.
Yet we are more than just a parts and service company. We propel people forward.
Send your CV to our Careers Team by clicking APPLY!
GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.