Customer Experience Supervisor
At Return-It, recycling is in our DNA. As a wholly owned subsidiary of Re.Group, we are leaders in managing and facilitating operations that focus on recycling for the Container Deposit Schemes (CDS) in Australia. Convenient locations plus new technology enable a seamless recycling experience both at fully staffed depots and Express collection points.
As Customer Experience Supervisor, you will manage a team of Customer Service Officers to provide exceptional customer service experience to our customers by assisting them over the phone and via online channels. You will be responsible for collecting user feedback, retrieving actionable insights, and implementing strategies to improve the overall customer experience. You will be at the forefront of interactions, by collaborating with our marketing, product, operations, administration, recruitment, and sales teams.
Your responsibilities will include:
Lead a team of Customer Service Officers in managing incoming calls and email correspondence while providing exceptional customer service to our customers
Ensure your team is trained to provide and promote a high level of customer service to provide the best user experience for our customers
Ensure all customer complaints are acknowledged, heard, and closed out promptly across our wider CSO teams
Identify ways to eliminate friction from the user journey, improve satisfaction levels, and build a community of loyal brand advocates
Demonstrate a customer-oriented approach when interacting with customers, ensuring their needs are met effectively and courteously
Provide excellent service to internal & external stakeholders, such as colleagues and supervisors, by being responsive and collaborative
Manage team to ensure they are doing more than what is expected when handling customer’s complaints and feedback.
Report system problems immediately to management so they can be resolved in a timely manner
Safely perform duties in compliance with all local, state, and federal regulations and company policies
About you:
Previous experience of at least 3 years or more in leading a small or medium-sized team, ideally from a Call Center or Customer Service-related role
A degree or certificate in Business Administration or related field
Excellent 365 Microsoft Office knowledge
Great technological aptitude and ability to learn different software programs in a fast-paced working environment
Zendesk experience would be highly desirable
Excellent communication & problem-solving skills
Take ownership of customers' issues and follow problems through to resolution
Improve the overall customer service experience and look at different ways to create engaged customers and facilitate organic growth
You have a great 'can do' attitude with customer service at the forefront of all interactions
Why us?
Competitive salary on offer
Full-time Permanent role
Join us in becoming part of a dynamic team in one of Australasia’s leading recycling companies
Access to discounts at over 500 retailers across Australia to enhance your lifestyle and well-being
Multiple career paths and advancement opportunities
Access to our Employee Assistance Program (EAP)
Novated car leasing
The opportunity to work towards our vision of creating a wasteless society
Free parking available at our office site during office hours
This is an exciting opportunity for you to develop your career with a fast- growing recycling and resource recovery business that’s genuinely making a positive impact to our environment and local communities.
If you think you would be a great fit for this role, click apply now!
For any queries, please email peter.stagkos@re-group.com