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Customer Experience Champion

2 weeks ago

North Sydney Council, Australia beBeeCustomerService Full time $60,000 - $80,000
About the Role

We are seeking an exceptional individual to join our team as a Customer Service Professional. In this role, you will play a pivotal part in ensuring that our customers receive exceptional experiences across various touchpoints.

This dynamic position involves close collaboration with our Sales Team, Operations, Digital, and other departments to uphold our brand's reputation, support daily office operations, and meet customer needs effectively.

The ideal candidate will possess a high level of flexibility, initiative, and adaptability to respond to the changing needs of both the business and customers on any given day.

Key Responsibilities
  • Engage with customers promptly and professionally across all global channels, displaying superior communication skills and delivering an exemplary customer experience.
  • Adhere to all customer service standards, processes, and policies across every platform and interaction.
  • Address customer inquiries, concerns, and complaints with empathy and efficiency, striving for first-contact resolution and aligning with company response KPIs.
  • Answer product-related questions clearly and knowledgeably.
  • Proactively contact customers when required, ensuring communication is timely, helpful, and on-brand.
  • Maintain consistency in brand messaging and professionalism in all customer-facing communications.
  • Communicate key customer feedback to internal teams to help improve products, services, or processes.
  • Collaborate with internal departments and external partners to ensure seamless service and quick resolution of customer issues.
  • Monitor and manage customer order fulfilment, ensuring orders are processed, shipped, and delivered in a timely manner.
  • Liaise with warehouse and operations teams to ensure accurate and efficient logistics, including the placement of orders and follow-ups.
  • Handle returns and order corrections as needed, maintaining a high level of accuracy and customer satisfaction.
  • Stay highly adaptive to shifting priorities and customer needs, managing multiple tasks effectively and meeting deadlines.
Office Administration Support
  • Keep the office tidy, stocked, and running efficiently, including managing supplies, ordering stationery, and coordinating basic maintenance.
  • Organise and book team lunches, catering, and meeting room setups.
  • Help coordinate small team events or celebrations.
Required Skills and Qualifications
  • Proven experience in a customer service/administration role, ideally in a fast-paced, collaborative environment.
  • Strong organisational and time-management skills, with the ability to prioritise and multitask effectively.
  • Excellent verbal and written communication skills, with strong attention to detail.
  • Demonstrated initiative and problem-solving ability, with a proactive, solutions-oriented mindset.
  • Intermediate proficiency in Excel; experience with platforms such as Shopify, Gorgias, and SAGE X3 is a strong advantage.
  • Confident using a variety of digital tools, systems, and platforms to support both customer service and administrative tasks.
  • Ability to work to tight deadlines and remain composed under pressure.
  • High level of accuracy and consistency in all communication and documentation.
Benefits
  • A generous monthly product allowance.
  • Birthday leave.
  • Wellbeing program including on-site gym and weekly Pilates class.
  • Company-funded parental leave.
  • Loyalty leave – earn up to 5 days extra additional leave.
  • Abundance of local cafes and close proximity to public transport.