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Customer and Consultant Service Manager - South Bank, QLD

Mid levelSeniorFull-timeHybridQueensland, AustraliaPosted 1 month agoVerified 11 hours ago
Pending fitX of Y criteria met

About the job

The Customer & Consultant Service Manager at Travel Money Group is a pivotal job that focuses on enhancing customer support and driving digital transformation. With nearly 20 years of experience in foreign exchange and prepaid travel cards, the company is dedicated to providing exceptional service to its customers. The team thrives on collaboration, accountability, and a customer-first culture, ensuring a positive experience for both customers and team members.

You'll be responsible for

👥

Leading and developing the support team

Leading, coaching, and developing the Customer & Consultant Support Specialists with a strong focus on quality, efficiency, and engagement.
💬

Managing customer support operations

Owning the evolution of email and chat support towards AI-assisted resolution while managing ticketing and chat platforms to improve customer satisfaction.
🤖

Driving AI and automation initiatives

Acting as the business owner for AI-driven customer service initiatives and leading quality assurance and testing prior to launch.

Key criteria

👥

Team leadership experience

5+ years leading customer service teams with proven results.

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📊

Customer experience metrics knowledge

Strong understanding of NPS, CSAT, and resolution rates.

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🤖

AI and automation initiatives

Experience owning technology projects like chatbots and automated responses.

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View more

Meet the team

About the company

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Think you're a good fit?See what the hiring team are looking for

View your fit

5 criteria for this job
Team leadership experience
5+ years leading customer service teams with proven results.

View

Customer experience metrics knowledge
Strong understanding of NPS, CSAT, and resolution rates.

View

AI and automation initiatives
Experience owning technology projects like chatbots and automated responses.

View

Communication skills
Proven ability to present effectively to senior stakeholders.

View

CX platform experience
Experience with ticketing platforms like Zendesk or Salesforce.

View

A meaningful career starts with a match

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