CX Operations Expert

5 days ago


Auckland, Auckland, New Zealand Zip Co Full time
Career Opportunities
At Zip Co Limited, we believe in giving our employees the opportunity to grow and develop their careers. As a Service Delivery Director, you will have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will have the opportunity to take on new challenges, develop your skills, and advance your career in a dynamic and fast-paced environment.

Job Description
As a Service Delivery Director, you will be responsible for leading the NZ CX team in providing high-quality and efficient service to our customers. You will work collaboratively with stakeholders to drive operational excellence with a continuous improvement mindset. You will set, support, and have full accountability for the delivery of high standards of customer service within assigned targets. You will also monitor performance at an agent and team level, motivate and inspire the team by clearly communicating strategic initiatives and business decisions, recruit and onboard new employees, and handle customer and product escalations between CX and other departments.

Key Responsibilities
- Set, support, and have full accountability for the delivery of high standards of customer service within assigned targets
- Monitor performance at an agent and team level
- Motivate and inspire the team by clearly communicating strategic initiatives and business decisions
- Recruit and onboard new employees
- Handle customer and product escalations between CX and other departments

Requirements
To be successful in this role, you will need 4-8 years of contact centre support and operational experience, 5+ years of experience in a contact centre environment managing agent teams or leaders of agent teams, demonstrated customer-centric values and behaviours, previous experience using Zendesk, and the ability to lead and motivate a team. Additionally, you will need strong communication and IT literacy skills, an aptitude for identifying and managing risks, and a willingness to experiment with new and innovative ways of doing things to drive success and tackle operational problems.

What You'll Get in Return
In return for your hard work and dedication, you will receive a competitive salary, 25 days paid leave annually, including birthday leave and quarterly wellbeing days, 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers, family support policies including miscarriage bereavement leave and domestic violence leave, mental health and wellness initiatives, and 2 days paid volunteering leave per year.

  • Auckland, Auckland, New Zealand Roman Health Pharmacy LLC Full time

    Company OverviewRoman Health Pharmacy LLC is a patient-focused healthcare organization dedicated to delivering exceptional care and experiences. Our company culture emphasizes innovation, collaboration, and a passion for delivering world-class service.Job DescriptionWe are seeking an experienced CX Operations Manager to lead our Global CX team. As a key...


  • Auckland, Auckland, New Zealand General Motors Full time

    Cadillac Sales & CX Leadership OpportunityWe are looking for an experienced leader to join our team in Auckland, New Zealand. This role is responsible for driving sales growth and delivering exceptional customer experiences for the Cadillac brand.As the Cadillac Sales and Customer Experience (CX) Manager, you will lead a high-performing team, manage retail...

  • Operations Manager

    5 days ago


    Auckland, Auckland, New Zealand Zip Co Full time

    About Us At Zip Co Limited, we pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique. We are committed to ensuring our recruitment processes are accessible and inclusive. If there are any...


  • Auckland, Auckland, New Zealand Capgemini Full time

    About CapgeminiCapgemini is a global consulting, technology, and outsourcing services firm. Our team of experts helps clients achieve their business objectives through digital transformation and innovation.We believe in fostering a culture of collaboration, trust, and respect. We encourage our employees to learn from each other, share their ideas, and grow...


  • Auckland, Auckland, New Zealand General Motors Full time

    Retail Operations Manager - Cadillac Sales & CXWe are seeking an experienced Retail Operations Manager to lead our team in Auckland, New Zealand. This role is responsible for overseeing all aspects of retail site operations, including customer management, inventory management, and sales performance.As the Retail Operations Manager, you will work closely with...


  • Auckland, Auckland, New Zealand Roman Health Pharmacy LLC Full time

    Company OverviewRoman Health Pharmacy LLC is a rapidly growing healthcare organization dedicated to improving patient outcomes and experiences. Our company culture emphasizes innovation, collaboration, and a passion for delivering world-class service.Job DescriptionWe are seeking an experienced Customer Experience Solutions Manager to lead our Global CX...


  • Auckland, Auckland, New Zealand Zip Co Full time

    Our Values At Zip Co Limited, our values guide us in everything we do. We believe in putting our customers first, owning our actions, being stronger together, and changing the game. These values are reflected in everything we do, from the way we interact with our customers to the way we work with each other. As a CX Operations Expert, you will be responsible...


  • Auckland, Auckland, New Zealand General Motors Full time

    Sales Strategy and CX LeadershipWe are looking for an experienced Sales Strategy and CX Leader to join our team in Auckland, New Zealand. This role is responsible for driving sales growth and delivering exceptional customer experiences for the Cadillac brand.As the Sales Strategy and CX Leader, you will lead a high-performing team, develop strategic plans to...


  • Auckland, Auckland, New Zealand Zip Co Full time

    Manage and lead our Customer Experience agent team in NZWork collaboratively with stakeholders to drive operational excellence with a continuous improvement mindsetWork flexibly, with 2-3 days a week in our office located in TakapunaStart your adventure with ZipJoin Zip's Customer Experience (CX) function, responsible for creating memorable experiences for...


  • Auckland, Auckland, New Zealand Xero Full time

    At Xero, we automate routine tasks and surface actionable insights to help small businesses thrive. As a Workforce Analyst, you will support the CX Team in delivering exceptional customer experiences. You will be responsible for ensuring the right people are in the right place at the right time, making decisions on resource allocation, and collaborating with...


  • Auckland, Auckland, New Zealand Cisco Full time

    Join Cisco's Customer Experience (CX) team and be a part of an exciting transformationWe're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions.As a key player in this journey, focus on value creation for customers across the whole portfolio of products, software, and services.You will help customers maximize...


  • Auckland, Auckland, New Zealand Black Ties Group Inc. Full time

    CX Leadership OpportunityWe're seeking an experienced Customer Experience People Lead to join our global CX leadership team at Black Ties Group Inc. As a key member of our leadership team, you will be responsible for leading a team of Customer Experience Specialists and Seniors who are passionate about delivering exceptional support experiences for our...


  • Auckland, Auckland, New Zealand ThermoFisher Scientific Full time

    At Thermo Fisher Scientific, we're committed to enabling our customers to make the world a healthier, cleaner and safer place. As a Sales Operations Coordinator, you'll play a critical role in supporting our commercial team by providing first point-of-contact resolution to customer enquiries.About the Role:This is an exciting opportunity for a highly...

  • Service Delivery Lead

    2 hours ago


    Auckland, Auckland, New Zealand Xero Full time

    Our Purpose  At Xero, we're here to help you supercharge your business.We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps.When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.Xero's Customer...


  • Auckland, Auckland, New Zealand Tangram Full time

    An exciting opportunity to join Tangram's Channel Capability and Performance Team as a Training Specialist where you'll play a vital role in new employees' onboarding journey.Key Responsibilities:Design, develop and maintain training frameworks for Contact Centres and Operations, collaborating with relevant managers and subject matter experts as...


  • Auckland, Auckland, New Zealand General Motors Full time

    Responsibilities & DutiesLead a motivated, high performing and results focused team of Cadillac sales and CX ambassadors to deliver on sales strategies and achieve sales, delivery, demonstration and CX targets.Oversee all aspects of the retail sites operations end to end.Monitor sales performance metrics.


  • Auckland, Auckland, New Zealand General Motors Full time

    General Motors Cadillac Sales & CX Management OpportunityWe are seeking an experienced Automotive Sales Manager to lead our team in Auckland, New Zealand. This role is responsible for developing and executing strategies to grow the Cadillac brand while managing retail performance.You will be joining General Motors at an exciting time of growth, as we...

  • Cadillac Sales

    2 hours ago


    Auckland, Auckland, New Zealand General Motors Australia New Zealand Full time

    Cadillac Sales & Customer Experience ManagerOur soon to open Cadillac Experience Centre based in the heart of Auckland has a unique opportunity for an experienced Sales Manager to join our team.The role is responsible for supporting the development and subsequent execution of strategies to grow the Cadillac brand while managing the overall retail performance...


  • Auckland, Auckland, New Zealand Capgemini Full time

    About CapgeminiCapgemini is a leading provider of consulting, technology, and outsourcing services. Our team of experts helps clients transform their businesses to improve performance and competitive positioning.We believe in investing in our people and providing them with opportunities to grow and develop their skills. If you share our values and have a...

  • Cadillac Sales

    5 days ago


    Auckland, Auckland, New Zealand General Motors Full time

    General Motors Cadillac Sales & CX Manager - NZ in Auckland, New ZealandJob DescriptionOur soon to open Cadillac Experience Centre based in the heart of Auckland, has a unique opportunity for an experienced Sales Manager to join our team. The role is responsible for supporting the development and subsequent execution of strategies to grow the Cadillac brand...