Job Title

Customer Excellence Manager page is loadedCustomer Excellence ManagerApply locations Sydney, NSW time type Full time posted on Posted 4 Days Ago job requisition id JR467Why Tyro?At Tyro, were into business big time. Through our integrated payments, banking and lending solutions, were here to ensure nothing stands in the way of Australian business success. With over 21 years'' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. Were proud to power more than 73,000 merchants across Australia and to work with more than 700 partners to create seamless experiences for hospitality, retail, services and health providers.It starts with You.Just like our customers, were obsessed with the success of our people. So, when you come onboard, well give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team , so youll get to work with smart, motivated and friendly people across Tyro . We are fast paced and innovative and strive to live our values everyday commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a r eal impact. A s we continue our mission to shake things up and make payments the easiest part of doing business, youll have the opportunity to learn new skills with hands-on experience, further your career , and help unleash the potential of our customers , one payment at a time. Step inside life at Tyro here .About the role:The Customer Excellence Manager Role sits within the Support function of the growth team, The primary purpose of the role is to manage and lead a team of agents responsible for customer complaints, VOC through our various social media platforms and engaging with key stakeholders to develop process improvements identified via customer feedback.What you''ll do:Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.Analysing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience. Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives. Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations. Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation. Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.What you''ll bring:Communication. Excellent communication skills organised and strong problem-solving skills.Relationships. Ability to build and maintain relationships with external stakeholders and internal cross-functional team members (services, sales, support, product development, QA, etc.).Project management. Must be an effective project manager able to handle multiple complex projects.CX strategies. Identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty and retention and to meet their expectations.Data-driven. Ability to collect customer data from different sources (surveys, mapping customer journeys, Voice of the Customer, etc), to analyse it using analytics tools and to convert data into insights to identify opportunities.Performance measurement (metrics). Ability to define key success metrics, set performance goals, and continually monitor key performance indicators for improvement.Fast-changing environment. Ability to adapt in a fast-paced, changing growth environment and to work independently.Software knowledge. Experience using various customer satisfaction & survey software (i.e. Product review, Facebook, LinkedIn, etc)Support team. Train and support team members so they can provide services or products that meet or ideally exceed customer expectationsWhats in it for you?Weve worked hard to create an environment thats big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.Youll also receive:A mix of in-office and remote workingLearning and career development opportunities16 weeks paid primary carers leave12 weeks paid secondary carers leaveAnnual team-based volunteer dayBirthday LeavePower Up Day (Additional day of leave )Weekly team social events, snacks, craft beer and wine, ping pong and video gamesTaco TuesdaysMental health and wellness initiativesNovated leasingTyro is committed to a diverse, inclusive workplace where everyone thrives.We welcome applicants of all backgrounds and are an equal opportunity employer . If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.Still with us?If youve got this far, then you might just be a great fit for us. Dont tick all the boxes above? Thats ok, apply anyway and our Talent team will review your profile - you might be a fit for future roles.#LI -HybridWhy work for usWe''re not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company''s culture.Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.Our StoryBuilding and growing since 2003, Tyro provides a fresh alternative to payments and cashflow solutions.Were Australias largest EFTPOS provider of all ADIs (Australian Deposit-taking Institution) outside the big four and we provide tailored EFTPOS, effortless business lending, and banking solutions that support over 74,000 Australian businesses. Beyond credit, debit and EFTPOS card acquiring, we also offer Medicare and private health fund claiming and rebating services through Tyro Health.Take a look here what it''s like to work at TyroValuesWow the Customer - We love our customers and we want them to love us too.Be Good - We''re open and transparent, and we do the right thing - even when nobody''s watching or it''s really hard.Commit to Greatness - We think big, move fast and dare to be different. We''re always asking "what''s next?"Stay Hungry - We ooze passion and determination and we play as a team to win.Win Together - We are a united team. With growth mindsets and without ego, we embrace diversity to collaborate, innovate and accelerate. #J-18808-Ljbffr