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About the Company
Polyaire is Australia's largest manufacturer and distributor of air conditioning and HVAC systems and the home of AirTouch. As part of our expanding customer experience (CX) function, we are looking for a Customer Experience Manager to lead our CX team from our Glenmarie office, supporting our Australian customers.
About the Role
As the Customer Experience Manager, you will lead the customer experience team based in Kuala Lumpur, ensuring the highest standards of service for our Australian customers. This role requires excellent English language skills and a deep understanding of Australian customer expectations. You will collaborate with Australian teams to address customer feedback, improve service levels, and deliver seamless experiences at every touchpoint.
Responsibilities
- Build and manage a customer experience team in Kuala Lumpur, focused on delivering top-tier service to Australian customers.
- Act as an escalation point for high-stakes customer issues and provide resolutions that meet the expectations of Australian customers.
- Use HubSpot and Bazaar Voice platforms to monitor and enhance customer feedback mechanisms.
- Collaborate with cross-functional teams in Australia to resolve customer issues and develop new service strategies.
- Manage KPIs related to Australian customer satisfaction and operational efficiency.
- Handle social media inquiries, ensuring culturally appropriate and timely responses to Australian customers.
Qualifications
5+ years of experience in customer experience management, preferably with experience supporting Australian customers.
Required Skills
- Fluent English language skills (written and spoken) with the ability to communicate effectively with Australian customers and teams.
- Strong understanding of Australian customer expectations and business culture.
- Proven experience with CX platforms such as HubSpot, Bazaar Voice, and social media tools.
- Ability to lead and develop a team remotely while collaborating with cross-functional teams across borders.
- Strong problem-solving and data analysis skills.
Type: Full-time, Permanent
Equal Opportunity Statement
Include a statement on commitment to diversity and inclusivity.
