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Customer Operations Specialist

2 weeks ago

Sydney, New South Wales, Australia beBee Careers Full time

We are seeking a highly skilled Customer Operations Specialist to join our team.

">About the Role
  • This is an exciting opportunity for a motivated and results-driven individual to work in a dynamic environment.

The successful candidate will be responsible for delivering operational support to customers across the region, working closely with the Customer Operations Team Lead and Operations Manager.

Main Responsibilities:

  • Provide Sedex-related information and assist with system-related technical email and phone queries.
  • Liaise with other Sedex departments to ensure customer requests are fulfilled within set deadlines.
  • Assist in engaging and promoting new platform, tools, and services launches with customers on behalf of Account Managers.
  • Deliver project-based work for customers to enhance the value of their membership.
  • Identify additional revenue opportunities and work closely with the Customer Operations Sales Lead to close and deliver to a successful outcome.
  • Promote the benefits of Sedex membership and support customers in maximizing the value of Sedex.
  • Escalate issues in a timely manner and undertake necessary steps to ensure resolution and root cause analysis.
  • Respond to all inquiries within published Service Level Agreements (SLAs) while meeting 1st call resolution targets.
  • Log and process all member-related inquiries within the CRM system.

Requirements:

  • 3+ years of experience in a customer-focused role, preferably on a global basis.
  • Experience in developing a range of productive relationships with the ability to work in a team and independently, delivering against team and individual KPIs.
  • Demonstrative operational experience and proven project coordination skills showing capable of managing multiple tasks.
  • Able to prioritize and work in an organized fashion.
  • A passion for helping customers and a dedication to providing a best-in-class service experience.
  • Analytical problem-solving skills with a proactive approach to challenges.
  • Able to communicate effectively and adapt style to all levels of subject understanding.
  • Ability to listen and understand customer challenges and work across the team to resolve issues.
  • Excellent information gathering and verbal/written presentation skills.
  • Knowledge of Salesforce and/or Gainsight CS preferred.
  • Microsoft Office knowledge.
  • Proven track record of taking ownership and driving results.