Customer Outcome Specialist

4 days ago

Sydney, New South Wales, Australia beBeeResolution Full time $80,000 - $120,000
Our Mission to Deliver Exceptional Customer Outcomes

Job Description

The purpose of this role is to ensure customer satisfaction through effectively managing enquiries that flow through voice of customer platforms. Included within this is the effective management of enquires that stem from the execution of both internal and external dispute resolution practices.

This role is a key member of the Customer Experience team which includes maintaining a high level of customer satisfaction while adhering to business-critical SLAs.

The Resolution Specialist will provide actionable insights to stakeholders and play a major role in driving customer advocacy across the organisation.

Requirements

- Experience in a sales or customer services role
- Demonstrated experience in Internal Dispute Resolution and External Dispute Resolution (AFCA)
- Experience with Salesforce, Genesys and various CRM systems
- Strong negotiation skills, coupled with a passion for helping customers.
- Strong inter-personal and communication skills including the ability to deal confidently with internal and external stakeholders
- A proven influencer and the ability to flex interpersonal style to build strong relationships at various levels of the organisation
- Continuous process improvement mindset
- Demonstrated excellent leadership skills across multiple work groups

Benefits

- 7 additional days of annual leave per year.
- 16 weeks paid parental leave for primary careers, regardless of gender and with no minimum tenure and 4 weeks paid leave for secondary carers.
- a 'Dress for your Day' policy.
- flexible and hybrid working arrangements.
- an extensive range of other employee benefits.

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