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Customer Service Liaison Professional

4 weeks ago

Melbourne, Victoria, Australia Xplor Full time

We're seeking a Customer Service Liaison Professional to join our Global Operations vertical in Melbourne.

You will be responsible for resolving escalated or exceptional queries on first contact, or working with customers to support them through more complex needs, ensuring a frictionless experience for our customers.

About the Opportunity:

This role offers a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

Responsibilities:

  • Take ownership for complex customer queries, ensuring timely resolution and meeting client satisfaction scores.
  • Build strong relationships with customers and internal stakeholders, utilising various technological platforms to resolve customer queries.
  • Obtain in-depth knowledge of Xplor systems to become a subject matter expert.
  • Liaise with colleagues to raise continuous improvement suggestions, using customer feedback.
  • Improve customer-facing processes and work proactively to meet service level agreements (SLAs).
  • Collaborate with senior colleagues to ensure customer needs are being met.
  • Demonstrate effective engagement and communication with customers, answering phone calls, emails, and chats in a polite and prompt manner.

Requirements:

  • Demonstrable experience in a similar field, mapping to this role.
  • A track record of building strong client relationships and meeting/exceeding client satisfaction scores in a payments/billing environment.
  • Attention to detail and attentiveness to customer requirements, able to document details clearly.
  • Experience with technological depth and vast amounts of data to create processes and outcomes.
  • Advanced proficiency in MS Office suite of products.
  • Strong communication skills, both written and oral, combined with the ability to have difficult conversations.
  • Practical and positive approach to problem-solving.
  • Initiative to work independently while still being a strong team player.

What We Offer:

  • An estimated salary of $80,000 - $110,000 per annum, depending on experience.
  • A collaborative, team environment with people who love what they do.
  • 12 weeks paid parental leave for both primary and secondary carers.
  • Unlimited access to LinkedIn learning and 10% time devoted to growing your career.
  • Access to mental health support.
  • Fully flexible work arrangements.