Team Leader, Customer Experience
Moorabbin, Victoria, Australia · પૂર્ણ સમય
અરજી કરનારા સૌ પ્રથમ બનો
- અનુભવ
- કોઈપણ
- પગાર
- —
- ઓપનિંગ્સ
- 1
- પોસ્ટ કર્યું
- 3 કલાક પેહલા
- કાર્ય મોડ
- ઓફિસમાં
- લાયકાત
- Applicants with relevant experience in customer experience, customer service, contact centres or related commercial environments are encouraged to apply. The employer is open to candidates whose backgrounds do not match every preferred requirement, provided they can add value to the role.
- ફરી શરૂ કરો
- અરજી કરવી જરૂરી છે
તમે ક્યાં કામ કરશો
કામનું વર્ણન
About Amer Sports
Amer Sports is known globally for brands such as Wilson, Salomon, Arc'teryx and Atomic. These brands focus on high-performance sports gear and apparel designed to help people stay active and enjoy the outdoors, whether that means tennis or golf in summer or skiing in winter.
About the Role
This position is for an experienced operational leader to oversee the daily performance of the Customer Experience team supporting all Amer Sports brands in Australia and New Zealand.
What You’ll Be Doing
- Guide, support and develop Customer Experience Representatives through regular one-to-one check-ins, quality audits and performance discussions.
- Oversee everyday team workflows so work is evenly distributed and service targets are met across all customer contact channels.
- Track performance against key measures such as CSAT, NPS contribution, response time, resolution time, productivity and quality.
- Serve as the main escalation contact for complicated customer questions, complaints and service recovery cases.
- Carry out quality checks and give structured coaching that improves how customer interactions are handled and resolved.
- Spot repeated customer problems, gaps in processes and operational risks, then raise improvement ideas with the Manager, Customer Service & Experience.
- Work closely with the CS Technical Lead, Retail, Logistics, Aftersales, Sales Operations and Brand teams to resolve issues and lift service outcomes.
- Help roll out new systems, tools, AI-led initiatives and process changes, making sure the team adopts them successfully.
- Keep reporting accurate and up to date so team performance, risks, challenges and improvement opportunities are visible.
About You
You are commercially minded, analytical and comfortable working across teams to influence decisions. You also bring strong attention to detail and a disciplined approach to systems and processes.
- Background in Customer Experience, Customer Service or a Contact Centre setting.
- Prior experience leading, coaching or mentoring team members, along with a track record of managing service KPIs and operational performance.
- Experience handling escalated customer enquiries and complaints, and working with CRM and customer support tools.
- Exposure to retail, sporting goods, consumer goods or wholesale distribution environments.
- Positive attitude toward AI, automation and newer ways of working.
- Strong leadership and coaching skills, with the ability to motivate, develop and hold people accountable.
- Ability to organise priorities and manage multiple demands in a busy environment.
Additional Information
The company encourages applicants who may not match every desired skill or qualification exactly. If your background is slightly different but you believe you can add value, you are encouraged to apply.