Digital Customer Engagement Specialist

5 days ago

Brisbane, Queensland, Australia beBeeCustomerExperience Full time $90,000 - $120,000
Customer Experience Strategist

In this pivotal operational leadership role, you'll spearhead the NRMA Insurance digital customer engagement strategy.

  • Develop and execute plans to drive exceptional customer experiences across public and private chat domains.
  • Lead a high-performing team of six social media agents who provide customer service via chat on platforms like Facebook, Instagram, and WeChat.
  • Collaborate with Marketing, Risk, and external partners to uphold brand and reputational standards.
  • Manage escalated complaints and support vulnerable customers.

To succeed, you'll need technical expertise in social media platforms such as Facebook, Instagram, and WeChat, along with experience with chat-based service tools and review site monitoring systems.

This is an opportunity to shape how customers interact with our brand in the digital space, driving meaningful outcomes and growth.

About You

You're a digitally savvy leader with a strong background in customer service and social media engagement.

Your ability to navigate digital channels, interpret data, and manage operational workflows will be key to delivering impactful customer interactions and leading a team whose work is highly visible across public platforms.

Key Responsibilities:

• Develop strategic plans for customer engagement across digital platforms

• Lead a high-performing team of customer service representatives

• Collaborate with cross-functional teams to achieve business objectives

• Analyze customer feedback and develop actionable insights

• Stay up-to-date with industry trends and best practices in customer service and social media engagement

Requirements:

• Proven track record of success in customer service and social media management

• Strong leadership and coaching skills

• Excellent communication and interpersonal skills

• Ability to analyze complex data and develop actionable insights

• Experience with social media platforms and chat-based service tools

Benefits:

• Boosted superannuation with 13% as standard

• Up to 50% off personal insurance, including home and motor insurance

• 5 myLeave days per year on top of annual leave

• Work from home and many more flexibility options with myFlex

• Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers

• Dedicated career growth programs, including the award-winning IAG Academy

• A certified Family Inclusive Workplace

• Award-winning recognition and reward program

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Marketing and Sales

Industries

Insurance

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