Exceptional Customer Service Professional Wanted

3 days ago

Perth, Western Australia beBeeCustomerExperience Part time $70,000 - $95,000
Customer Experience Specialist

We are seeking a skilled and customer-focused professional to join our team as a Customer Experience Specialist.

This is a unique opportunity to deliver exceptional service and support to our customers in a fast-paced environment. As a Customer Experience Specialist, you will be responsible for handling inbound and outbound calls, creating peace of mind for our customers by providing top-notch service, and working with a high level of integrity and confidentiality.

The ideal candidate will have strong problem-solving and decision-making skills, with the ability to think critically and work well under pressure. A high level of personal integrity and confidentiality is essential, as is the ability to maintain an up-to-date focus on financial crime trends and emerging issues.

You will work closely with our team to identify digital fraud trends and report on them accordingly. Your excellent communication and interpersonal skills will enable you to build and maintain positive relationships with customers, colleagues, and stakeholders.

Key Responsibilities:
  • Handle inbound and outbound calls related to potential scam or fraud activity
  • Create peace of mind for customers by providing exceptional service when handling inbound fraud/scam call enquiries
  • Work in a high-paced environment with a passion to inspire confidence in customers
  • Perform detection analyst over scam/fraud-related events and ensure sound decisions are made while following standard operating procedure
  • Identify digital fraud trends and report on them accordingly
  • Manage a high volume of customer calls and scam alerts
  • Promptly escalate issues/risks out of delegation and/or as required
Requirements:
  • Strong problem-solving and decision-making capability
  • High level of personal integrity and confidentiality
  • Availability to be rostered across a 24-hour/7-day roster
  • Financial Services Industry experience preferred, with a focus on online and mobile correlated roles
  • Demonstrated experience in delivering excellence in customer service, including personal, written, and verbal skills
  • Ability to resolve basic customer complaints
What You'll Need to Succeed:
  • Able to work in a high-volume call centre environment
  • Ability to think outside the box and provide solutions to meet customer needs
  • Able to perform well in an ambiguous environment
  • Excellent communication and interpersonal skills
  • Ability to interact with a wide range of customers and colleagues
  • Desire to deliver excellent customer service

About Us:
We are committed to providing safe banking through prevention, detection, and response. Our Fraud and Scams Response Centre strives to inspire confidence and create peace of mind for our customers.

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