Customer Experience Specialist

1 week ago

Melbourne, Victoria, Australia Xplor Full time
Customer Experience Specialist Opportunity

Xplor is dedicated to delivering exceptional customer experiences across its diverse product offerings, serving over 106,000 customers in 20 markets globally. As a Customer Experience Specialist, you will play a pivotal role in ensuring timely and effective resolution of complex customer queries, fostering strong relationships with stakeholders, and continually improving processes to meet our clients' satisfaction.

About the Role:

  • Take ownership of resolving escalated or exceptional customer inquiries on first contact, working collaboratively with customers to address their needs and provide a seamless experience.
  • Develop and maintain strong stakeholder relationships, both internally and externally, to build trust and ensure effective communication.
  • Leverage technological platforms to efficiently resolve customer queries and improve overall service delivery.
  • Pursue in-depth knowledge of Xplor's systems to become a subject matter expert, driving continuous improvement and innovation.
  • Collaborate with colleagues to identify areas for process enhancement, using customer feedback to drive positive change.
  • Maintain high levels of customer satisfaction through proactive engagement, effective communication, and prompt issue resolution.
  • Demonstrate initiative in meeting customer Service Level Agreements (SLAs) while maintaining a calm demeanor under pressure.

What We Offer:

  • A hybrid and flexible work model, allowing you to balance office time with remote work, promoting work-life harmony and increased productivity.
  • Ongoing training and professional development opportunities, empowering you to grow your skills and career within Xplor.
  • Competitive salary package ($65,000 - $80,000 per annum), reflecting the importance of your role in delivering exceptional customer experiences.
  • Opportunities to collaborate with a diverse team, united by our core values: Make life simple, Build for people, Move with purpose, and Create lasting communities.
  • Recognition and rewards programs that celebrate individual achievements and contributions to the company's success.

Requirements:

  • Demonstrable experience in a similar field of work, with a proven track record of building strong client relationships and exceeding customer satisfaction scores.
  • Strong stakeholder management skills, with the ability to effectively communicate and build trust with customers and internal teams.
  • Advanced proficiency in MS Office suite of products, with experience using technological platforms to resolve customer queries and improve service delivery.
  • Excellent communication and problem-solving skills, with the ability to adapt to changing circumstances and prioritize tasks effectively.
  • Initiative and self-motivation, with a passion for delivering exceptional customer experiences and driving continuous improvement.

About Us:

Xplor Technologies is a leading global platform combining SaaS with embedded payments, offering software solutions in fast-growing 'everyday life' verticals. We serve over 106,000 customers across 20 markets, processing over $37 billion in payments annually. Our core values guide everything we do, from hiring and recognition to professional development and community engagement.

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