About the job
Are you driven by a desire to provide exceptional customer experiences and empower frontline teams to enhance their performance? If so, we have an exciting opportunity for a Customer Experience Executive to join our National Customer Service Excellence Team. This role is perfect for individuals who thrive on supporting branches and contact service teams through internal sales, retention strategies, continuous improvement, and first-level support for customer service initiatives.
As a key player reporting to the Customer Service Excellence Manager, you will be instrumental in promoting consistent, high-quality customer engagement throughout the organization. Your efforts will support teams in achieving outstanding customer outcomes, while also driving sales growth, customer retention, and adherence to best practice standards.
This position is ideal for someone with meticulous attention to detail, a customer-centric mindset, and a commitment to excellence in all endeavors.
Key Responsibilities
- Assist branches and frontline teams in enhancing internal sales performance, customer retention, and overall satisfaction.
- Deliver first-level support for customer service transformation initiatives, including:
- Coaching and enhancing soft skills
- Facilitating system changes and adoption
- Identifying process improvements and efficiency opportunities
- Conduct quality monitoring and provide constructive feedback through evaluation, calibration, and performance insights.
- Manage complaint resolution by investigating issues, proposing solutions, and escalating when necessary.
- Ensure consistent delivery of outstanding customer service through prompt, accurate responses and adherence to best practices.
- Collaborate closely with Customer Service Leaders to meet team targets and business objectives.
- Support the Customer Service Excellence Manager in customer experience projects, including communication, rollout, and implementation.
- Maintain comprehensive performance data, including customer satisfaction metrics, conversions, cancellations, and interaction trends, providing insights and recommendations for improvement.

