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Sydney, Australia

Customer Service Manager

Content & Audible Studios   |   Job ID  2127510
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JOB SUMMARY

Job summary
Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

ABOUT THE ROLE
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.

ABOUT YOU
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 job responsibilities
As the Customer Service Manager, you will...
  • 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
  • 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
  • Strong quantitative and qualitative analytical skills, excellent attention to detail and good business acumen
  • Experience researching, developing and defining customer experience requirements and strategy
  • Self-starter who possesses exceptional time-management and organizational skills with great attention to detail
  • Ability to develop collaborative relationships; you are well-respected, and people want to work with you
  • Ability to deal with ambiguity and constant change
  • Proven track record of delivering results
  • Strong sense of urgency and ownership
  • Bachelor’s degree from accredited university

PREFERRED QUALIFICATIONS

  • 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


ABOUT AUDIBLE
At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading producer and provider of audio storytelling and spoken-word entertainment, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word.

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. Audible is committed to a diverse and inclusive workplace. Audible is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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