Customer Experience Specialist

3 days ago

Gold Coast, Queensland, Australia beBeeCustomerService Full time $60,000 - $80,000

We are seeking a skilled Customer Service Consultant to join our team. As an Associate Customer Service Consultant, you will act as the initial point of contact for established clients' day-to-day issues with our product, providing amazing software application support and problem resolution for users within Service Level Agreements.

The ideal candidate will possess excellent written and oral communication skills, with the ability to listen and ask probing questions to understand customer concerns. You will be responsible for troubleshooting issues and determining resolutions to complex problems, and communicating those resolutions to clients, team members, other staff members, and other stakeholders.

This role requires the ability to work in a fast-paced environment and maintain customer relationships. You will also be responsible for assisting with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes.

About the Role:

  • Answer and log customer enquiries received via phone, email, and other channels, in a timely manner
  • Liaise with intermediate/senior customer service consultants to resolve unusual and complex customer requests, following the escalation process as required
  • Maintain customer relationships and provide exceptional customer experience regarding the effective use of our platforms
  • Assist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes
  • Be up to date with the features of our platforms and how they are applied in typical business processes through internal and external training, documentation, and other resources
  • Raise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation process

About You:

  • No specific qualifications required but a formal degree/certificate qualification in Accounting or Information Technology very highly regarded
  • Ability to work in a fast-paced environment
  • Excellent written and oral communication skills
  • Ability to listen and ask probing questions to understand customer concerns
  • Ability to troubleshoot issues and determine resolutions to complex problems, and communicate those resolutions to clients, team members, other staff members, and other stakeholders

Benefits:

At our company, we pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so. We offer a range of benefits and opportunities for career growth and development.

What We Offer:

  • A fun and inclusive team environment
  • Career development and growth opportunities
  • A range of employee benefits and perks
  • The opportunity to make a real difference in our customers' lives

How to Apply:

To apply for this exciting opportunity, please submit your application through our website. We look forward to hearing from you

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