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Sydney, New South Wales

Customer Service Manager

Customer Service   |   Job ID  1123670
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Job Summary

Hey – there’s a revolution going on! A revolution in digital entertainment. Every day millions of people around the world choose to be more thoughtfully entertained, informed and educated by listening to fascinating stories and all forms of fictional and non-fictional content on their smartphones and other mobile devices.

Audible, an Amazon company, is the leading provider of premium digital spoken audio information and entertainment on the internet, offering customers a new way to enhance and enrich their lives every day. Titles downloaded from Audible are compatible with hundreds of mobile devices, including the iPhone and Android smartphones.


We are looking for a Customer Care Manager, based in Sydney, responsible for both customer care operations management and proving valuable insights into our customer experience. This role reports into our APAC Regional Director of Customer Service based in Japan.

It is important to us you have a proven track record of strong customer obsession, you take initiative, collaborate well and have a strong desire to achieve results in your role.

Key Responsibilities

CS:
· Be the voice of our customer on behalf of the Audible.com.au team – creating insights that drive business growth.
· Manage our Customer Care vendor site team: Upskill and train our Customer Service Agents (CSAs) to continually improve the customer experience; Manage day-to-day operation - escalations, trouble shooting and collaborating with our international development teams as needed; Drives awareness supporting the Audible culture and customer care tenets
· Participates in development, execution and leadership of programs to improve competitive position and profitability

Online CX
· Collect, analyze and report customer experience data across global products and services
· Identify and eliminate barriers to achieving goals, accuracy, productivity, efficiency, and quality
· Develop compelling narratives that articulate customer pain-points with proposals for improvement
· Represent the voice of the customer in cross-functional settings to ensure frictionless customer journeys are achieved
· Sharing the voice of the customer to help others develop a more intuitive understanding of the customer experience.


Basic Qualifications

· Experience in customer care related tasks, such as collecting voice of customer data, escalation, trouble shooting, knowledge management and action plan development.
· Ability to represent the department and company with external partners as well as internal teams
· Quantitative and qualitative analytical skills, excellent attention to detail and good business acumen
· Experience researching, developing and defining customer experience requirements and strategy
· Proven track record of delivering results
· Bachelor’s degree from accredited university

Preferred Qualifications

· Self-starter who possesses exceptional time-management and organizational skills with great attention to detail
· Demonstrated understanding of organisational or functional goals through achievement of business objectives with vendors
· Strong analytical and numerical skills, detail-oriented
· Demonstrated collaboration with internal and external business partners to deliver greater operational performance, efficiency, and quality
· Proven track record in understanding and presenting data and success metrics to a diverse range of business and operational support teams.


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