Customer Experience Team Lead

At Genetec we’re dedicated to protecting the everyday. This is a new position who will oversee a team of Field Engineer, Technical Support, Dedicated Customer Care and Solution Architect, reporting to the Country Manager (ANZ) and working with the Functional Managers across APAC.

The Customer Experience Team Lead (CETL) is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of high quality customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in the APAC Territory

The Customer Experience Team Lead is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.

CETL is also responsible to drive success for Genetec customers. This role includes responsibilities for Customer Success activities and operations (support services and professional services) and their administrations (e.g., customer services, invoicing, shipping) in APAC region.

• Manage the hiring, orientation, and training of Genetec’s customer experience team

• Define and implement standards/procedures for ensuring optimal customer experience

• Conduct surveys to gather information on customer opinion of rendered services

• Reaching out to customers to help resolve issues and provide quick response to inquiries

• Monitor quality of cases & activities of customer experience team to ensure they follow Genetec’s

quality guidelines

• Be responsible for meeting and reporting on goals, KPI’s and Service Level Agreements (SLAs)

• Prepare and manage annual budgets in achieving set objectives and goals

• Optimizing of the cost to serve

• Provide continuous feedback to team members and evaluate their performance

• Continuously improve team operations to identify system inefficiencies and implement plans to address them

• Enhance the First Call Resolution

• Be main point of contact for professional services team in Montreal

• Liaise with R&D and application group departments to ensure delivery of high quality products and services

• Establish communication mediums through which customers can readily contact a company and vice versa

• Conduct studies and research to discover new techniques necessary for improving customer experience

• Organize training programs for customer experience representatives to update their job knowledge and enhance their skills

• Oversee the merchandising of products in an outlet to ensure it entices purchase

• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

• Ensures all outstanding business opportunities/up-sell potentials for ongoing projects are captured and communicated to the Sales team for follow-up

• Bachelor of Engineering, and/or computer Science, or relevant experience in technical management environment

• Minimum 5 years’ experience in the field of customer service related to Technical Support, Field

Engineer, Dedicated Customer Care or Solution Architect would be of advantages for this position

• Leadership Skills: Be able to organize and direct the activities of customer experience team to ensure the delivery of high-quality service to customers

• Communication Skills: be well versed in effectively interacting with clients to identify and process their requirements

• Customer Service Skills: be able to interact with clients to ensure positive customer experience.

• Excellent problem solving and analytical skills

• Excellent communication and presentation skills

• Excellent interpersonal skills

• Organized, independent and go getter

• Ability to adapt to fast-paced environment

• Comfortable interfacing with key individuals at major accounts in sensitive situations.

• Occasional traveling may be required, about 20%-30%

• Fluent in both English and other languages