Customer Success Strategist

1 month ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time

Job Summary: We are seeking a highly skilled Customer Success Consultant to join our team at Flight Centre Travel Group. As a key member of our team, you will be responsible for driving our lead and channel strategy, connecting customers with the best experts for their needs.

About the Role: In this role, you will focus on enhancing the customer experience across telephony and web channels, leading to increased conversion opportunities. You will work closely with the business to plan, document, and execute channel strategies that align with Flight Centre's goals, aiming to boost conversion rates, improve handle times, and reduce response time for our customers.

Responsibilities:

  • Channel Strategy: Understand channeling principles and best practice to inform strategic decision-making and assist with the development of the global channeling strategy.
  • Channel Performance: Monitor and identify strategies to optimize channel performance, reduce abandonment rates, and increase customer retention and conversion.
  • Data Analysis: Analyze data and metrics to evaluate the effectiveness of past, current, and proposed channel strategies.
  • Customer Experience: Work with the team to design, standardize, and coordinate customer channel experiences (individual telephony and/or web leads or omnichannel).
  • Compliance: Promote and ensure compliance with telephony and voice communication regulations and standards.
  • Collaboration: Collaborate and support the team to implement new/adjusted call flow treatments.
  • Innovation: Advocate for the adoption of innovative technology methods to maximize available technologies.
  • Process Improvement: Identify opportunities for internal process improvement and optimization.
  • Culture: Promote a culture of continuous learning and improvement.
  • Support: Support the team's workload of day-to-day operational requirements when required, including but not limited to Google My Business requests, store operating hour changes, staff movements, skilling, and BAU reporting.

Requirements:

  • Genesys Experience: Genesys experience is desired.
  • Voice and Enquiry Management Systems: Proven experience in voice and/or enquiry management systems.
  • Analytical and Problem-Solving Skills: Excellent analytical and problem-solving skills, with the ability to interpret data and metrics to drive decision-making.
  • Communication and Interpersonal Skills: Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
  • Enquiry Channeling Design: Proficiency in enquiry channeling design and experience with voice analytics is a plus.
  • CRM Systems: Experience with CRM systems, contact centre software, and integration tools is preferred.
  • Knowledge of Voice Technologies: Strong understanding of voice technologies, including IVR systems, voice analytics, voicebot, chatbot, and telephony protocols.
  • Trends and Best Practices: Knowledge of industry trends and best practices.
  • Adaptability: Adaptability and flexibility to embrace new technologies and best practices.

About Us: Flight Centre Travel Group is an inclusive company that offers a team culture like no other in the industry. We are proud to be a certified Great Place To Work Australia New Zealand Pty Ltd. We are an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability.

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