Customer Experience Team Leader

at  Winning Group

Company Description
At Winning Group, we pride ourselves on being more than just a run-of-the-mill retail company. We are an award winning experience company, driven by people, science, and our mandate to leave the world a better place. As a fourth-generation, family-owned Australian business, we’re set apart from our competitors by our innovative logistics, technology and luxury retail services. Our brand encompasses a diverse range of entities, including Winnings, Appliances Online, Winning Services, Home Clearance, Andoo, and Ora, all of which are committed to delivering excellence to our valued customers.
Job Description

The Customer Experience Team Leader is responsible for leading and ensuring the smooth day-to-day functioning of the Customer Experience team and managing escalated customer issues across all the brands that make up the Winning Group.

• Measure customer experiences through follow-up surveys, phone calls, and emails.
• Handle escalated customer issues and determine the appropriate resolution.
• Assist other departments with high-priority escalations, including tribunal and insurance matters.
• Lead and manage the team, ensuring the success and efficient workflow of individual members.
• Provide data reflecting work achievements and outstanding issues needing further attention.
• Maintain a professional and friendly manner with suppliers and team members.
• Identify and improve internal processes to enhance the customer experience.
• Respond to all customer calls and emails within an acceptable time frame.
• Ensure internal emails are sent out weekly.
• Respond to feedback on review websites with high standards.
• Accurately update all customer service records.
• Perform other ad hoc duties as required.
• Assist in recruiting, training, and managing Customer Experience team members.

QUALIFICATIONS

• Exceptional Customer Service skills.
• The ability to remain calm under pressure, especially when dealing with irate customers.
• Excellent problem-solving skills.
• Strong written and verbal communication skills.
• The ability to multitask and prioritize effectively.
• Proficiency with computers.
• Team leadership qualities: supportive, patient, professional, and efficient.
  Additional Information

• Measure customer experiences through follow-up surveys, phone calls, and emails.
• Handle escalated customer issues and determine the appropriate resolution.
• Assist other departments with high-priority escalations, including tribunal and insurance matters.
• Lead and manage the team, ensuring the success and efficient workflow of individual members.
• Provide data reflecting work achievements and outstanding issues needing further attention.
• Maintain a professional and friendly manner with suppliers and team members.
• Identify and improve internal processes to enhance the customer experience.
• Respond to all customer calls and emails within an acceptable time frame.
• Ensure internal emails are sent out weekly.
• Respond to feedback on review websites with high standards.
• Accurately update all customer service records.
• Perform other ad hoc duties as required.
• Assist in recruiting, training, and managing Customer Experience team members