Supervisors/Team Leaders (Call Centre & Customer Service)Full timeArchant are proud to bring some of the world's best brands in the kitchen and interior design space to New Zealand's discerning Architects, Designers and passionate Customers. Archant pride themselves on providing top-level customer service, and inspiring great design. The Customer Experience Manager will play a pivotal role ensuring that world-class customer service standards are maintained, and that the overall customer experience is managed in a proactive manner.Reporting to the Managing Director and as the Customer Experience Manager, you'll oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You understand the impact you'll create on customer experience and, therefore, the bottom line, playing one of the most vital roles in the company. This is a hands-on leadership position that will require a proactive mindset as facets of the role will also involve outbound customer engagement activities.Other responsibilities of the role will include:Developing and implementing strategies to improve customer interactions across multiple touchpoints and channelsAnalysing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experienceCollaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectivesDesigning and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relationsTraining and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisationMonitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholdersImplement best practices and tools for managing customer interactions, including CRM systems and other technologies.Skills & experience required for the position include:At least 5 years in customer service, customer experience, or a related position.A proven track record and demonstrable success in managing customer experience initiatives.Communication: Clear and effective communication with customers and teams.Leadership: Leading and motivating customer-facing teams.Problem-Solving: Addressing and resolving customer issues efficiently.Technical Proficiency: Familiarity with CRM platforms and customer feedback tools.If you are a results-driven professional with a passion for delivering exceptional customer service, then we would encourage you to apply for this exciting opportunity. Archant offers a competitive salary and benefits package, as well as opportunities for career growth and development. So, if this opportunity is of interest please apply now with your CV and cover letter.Please note the application closing date for the role is Sunday the 1st of September 2024. With applications being reviewed and shortlisting to commence after this date.
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