Customer Experience (CX) Team Leader
On-siteSouth Melbourne, Victoria, Australia
Job Summary
Lead a team of Customer Experience Advisors to drive service quality aligned with Petstock Service Principles. Ensure all customer feedback is addressed timely and maintain standard experiences for enquiries, complaints, orders, returns, and exchanges across all products and services. Manage operational hours for live, chat, and email queues while assisting the Customer Experience Manager with Centre operations. Work closely with managers to drive performance, projects, and initiatives in line with business plans. Maintain in-depth knowledge of all Petstock brands and services while utilizing cloud-based tools like Zendesk and ERP systems like Pronto.
Required Qualifications
- Experience in a call centre or retail environment
- Experience working with a cloud-based customer management tool or ticketing system
- Experience working to achieve targets and with strategic direction
- Strong organisational skills, with the ability to prioritise and manage conflicting priorities
- Advanced interpersonal skills and ability to manage change
- Proven ability to work in a fast-paced environment across multiple platforms
- Established skills in providing high levels of customer service
- Commitment to maintain an in-depth knowledge of all Petstock brands & services
- Ability to deal with ambiguity to meet changing work conditions and business requirements
Desired Qualifications
- Experience with ERP system, Pronto
- Project management experience
- Experience working with a cloud-based customer management tool or ticketing system, preferable Zendesk
- Experience providing high levels of customer service, preferable in a retail environment
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