Customer Service Specialist II

Customer Service Specialist II

Job ID: 2025-25335

Category: Customer Service

Position Type: Full Time

Location: AU-NS-North Sydney

About Blackhawk Network:

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, e‑gifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview:

The Customer Experience & Support Lead serves as the primary interface with our Global Centre of Excellence, facilitating daily Customer Service Operations. In this role, you will exercise autonomy in leading and executing customer service initiatives that enhance the growth and reputation of our products and services across both our Incentive and Commerce businesses.

This position collaborates daily with internal BHN teams and external vendors. Responsibilities include supporting the business by launching campaigns, introducing new products, managing projects, and overseeing day-to-day operations. You will regularly engage with key stakeholders across the BHN APAC region and globally to ensure we are ensuring a seamless customer experience at all touch points.

Your objective is to ensure that our customers, partners, and client service operations are efficiently, consistently achieving SLA and KPI targets with an emphasis on customer and partner satisfaction. This role operates in a dynamic environment committed to excellence, requiring a strong sense of ownership. You must have a continuous improvement mindset.

The position reports directly to the APAC Director of Client and Customer Service.

This position may require travel from time to time internationally and interstate.

Responsibilities:

- Manage customer/partner/client service interactions and escalations by providing high-quality customer service in a timely and efficient manner through to resolution.

- Work effectively as a team through collaboration and cross‑functional support.

- Be the Subject Matter Expert (SME) for Incentive and Commerce customer service models within APAC.

- Review & develop customer/partner/client service reports and make recommendations to improve overall customer experience by analyzing data.

- Provide input and feedback on performance via monthly reports, emails and escalations.

- Manage communications to internal and external stakeholders on performance, issues and outcomes.

- Ensure KPI’s and SLA’s are being met internally and by our vendors.

- Be the primary point of contact for providing customer support solutions, executing client/internal projects, and providing consultative advice when asked.

- Adapt to new products and systems, and have a solid understanding of the various solutions we offer our clients and customers.

- Build effective working relationships with stakeholders, both internal and external.

- Attend internal and external meetings, presenting and delivering content.

- Develop and maintain processes, knowledge base articles, and procedures to support the Customer Service functions locally and globally.

- Support training by developing training materials, delivering training and updating KB.

- Work across multiple channels: voice, email, chat, social media and review websites.

- Manage project implementation of new products & processes into customer/partner/client service autonomously.

- Support Quality Assurance monitoring and calibrations.

- Develop process improvements by reviewing and enhancing our CX and UX, suggesting changes and logging enhancements if outside of our control.

- Make effective decisions independently with the inputs and information provided.

Qualifications:

- Experience in a customer service environment in a similar role – 3–5 years.

- Experience in a multi‑skilled contact centre across various channels including Voice, email, chat, social media and review websites (IVR).

- Comfortable using AI tools to deliver customer and business outcomes.

- QA and Speech Analytics experience.

- Effective decision‑making skills.

- Process writing, documentation and attention to detail.

- Excellent written and verbal communication skills.

- Sound literacy and computer skills (Excel knowledge preferred).

- Ability to work in a team environment, both in person and remotely.

- Ability to stay calm and professional when dealing with customers and clients.

- Eager to drive collaboration within the team and wider business.

- Continuous improvement mindset.

- Take ownership of tasks and processes in a fast‑paced environment.

- Able to work autonomously and use initiative to prioritise multiple tasks.

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