Frontline Customer Service Professional

2 days ago

Newcastle, New South Wales, Australia beBeeCustomer Full time $55,000 - $70,000
Job Description

We are seeking a highly motivated and organized individual to join our team as a Customer Experience Coordinator. In this role, you will be responsible for supporting and coaching the Contact Centre team by developing, implementing, maintaining, communicating, and providing an effective and timely service to internal and external customers.

Key Responsibilities
  1. Conduct work activities in line with the Contact Centre business plan.
  2. Provide feedback and insights to Contact Centre leadership as required.
  3. Implement commercially orientated practices to ensure first point resolution for customer.
  4. Maintain an understanding of new and ongoing business initiatives.
  5. Actively support and influence team members by championing all areas of the Contact Centre Strategic Plan.
  6. Participate in team change initiatives in line with strategic priorities.
  7. Take action to identify and act on operational improvements.
  8. Ensure digital and voice initiatives are implemented and challenged within the Contact Centre Unit.
  9. Provide support to internal and external customers through identified trends and opportunities in customer experiences.
  10. Support the Customer Experience Coach and Manager with workload management and prioritisation and actioning of tasks.
  11. Assist and provide support to the Team Leader with coaching through customer experiences.
  12. Co-ordinate and action training follow trends.
  13. Assist and provide support to the Contact Centre, including answering general telephone enquiries from internal and external customers when required.
Requirements

The ideal candidate will possess:

  • Qualifications or relevant qualifications in Financial Services.
  • Demonstrated experience in handling complex customer issues including difficult conversations and articulating reason.
  • Experience working in a professional, team-based environment.
  • Experience in a high-volume contact centre environment.
  • Experience in a fast change oriented, technology and service driven business.
  • Experience with handling requests and information from multiple stakeholders simultaneously.
  • Demonstrates the ability to clearly convey information and ideas through a variety of mediums.
  • Demonstrates the ability to make sound judgments and take appropriate actions.
  • Demonstrates the willingness and ability to grow and progress professionally.
  • Demonstrates the ability to identify required actions and take said actions without requiring direction.
  • Demonstrates the ability to interact positively and effectively with others.
  • Demonstrates the ability to guide and inspire others to achieve a common goal.
  • Demonstrates the ability to drive self and others to achieve desired ends efficiently; outcome focused.
What We Offer

We offer a range of benefits to our employees, including:

  • Health and wellbeing: Fitness passport, corporate health insurance and annual flu vaccination.
  • Lifestyle and giving back: Hotel discounts, 14 weeks paid parental leave, two community volunteers days and three recreational leave days per year.
  • Professional advancement: Flexible work arrangements, recognition programs and employee referral program.

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