Customer Feedback Specialist

4 weeks ago


Alexandria, Australia Ampol Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our Customer Feedback Team as a Customer Feedback Agent. As the first point of contact for external customers with positive or negative feedback, you will play a critical role in ensuring that customer issues are resolved promptly and professionally.

Key Responsibilities
  • Answer and action incoming customer complaints and enquiries across multiple communication channels (phone, email, chat, social) in a timely and professional manner
  • Capture and respond to all feedback received regarding Ampol sites, services and Ampol App
  • Manage related email correspondence via Salesforce
  • Manage social media interactions on behalf of the Ampol Group
  • Manage key relationships with internal and external stakeholders with great communication and questioning techniques
  • Use your systems knowledge to navigate data and processes to assist customer needs
  • Manage competing priorities and work as part of a team
  • Think differently to achieve outcomes
About You

We are looking for an individual who is enthusiastic, customer-centric, and has a strong desire to learn. You will be a self-motivated individual with well-honed communication skills, preferably with previous experience handling customer complaints and investigations. We welcome individuals who are strong in root cause analysis, de-escalating situations in an empathetic way, and displays a 'can do' attitude and high level of work ethic.

What We Offer
  • Competitive total remuneration package
  • Flexible work arrangements
  • Recognition and reward for outstanding performance
  • Career development and learning opportunities
  • Paid parental leave
  • Novated lease options
  • Employee share scheme
  • Leave options
  • Care for your community

We are an equal opportunity workplace and welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders. We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol.



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