Petstock Group2 followers34 jobs

Customer Experience Support Manager

Mid levelFull-timeHybridBallarat VIC, AustraliaMelbourne VIC, AustraliaCustomer service and supportPosted 4 weeks ago
Pending fitX of Y criteria met

About the job

This job is all about leading the Customer Experience Support function at Petstock, where the focus is on delivering exceptional customer experiences across all brands. By overseeing quality assurance, training, and performance reporting, you will play a vital role in developing team capabilities and driving continuous improvement. The team thrives on collaboration, passion for pets, and a commitment to making a positive impact for Pets, People, and the Planet!

Meet the team

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

You'll be responsible for

🚀

Leading and managing the Customer Experience Support Function

Overseeing the team to ensure high-quality customer experiences across all Petstock brands.
⏰

Ensuring timely customer feedback in line with company values

Addressing customer feedback promptly to maintain brand integrity and satisfaction.
✅

Completing quality evaluation checks on customer interactions

Using the QA Management platform to assess and improve customer service quality.

Key criteria

📚

Training and learning qualification

Experience with CERT IV or higher in training and learning.

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📞

Management experience in customer service

Proven background in managing teams in call centres or retail.

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📊

Project management experience

Demonstrated ability to manage projects effectively.

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View your fit

5 criteria for this job
Training and learning qualification
Experience with CERT IV or higher in training and learning.

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Management experience in customer service
Proven background in managing teams in call centres or retail.

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Project management experience
Demonstrated ability to manage projects effectively.

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Experience with cloud-based tools
Familiarity with customer management tools like Zendesk.

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Target achievement experience
Strong drive to meet targets and improve business outcomes.

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A meaningful career starts with a match

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