Frontline Customer Champion

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $100,000 - $120,000
Job Title

Customer Experience Representative

About the Role

This is a customer-centric opportunity where you will provide exceptional experiences and deliver results by executing on key commitments.

Key Responsibilities
  • Deliver key moments that meet customer expectations and commitments
  • Guide customers through their journey from initial interaction, to support and resolution, ensuring a seamless experience
  • Manage customer interactions including pre-visit communications, visits, and post-visit follow-ups
  • Support the business process in line with strategic objectives to maximize outcomes and minimize downtime, including conducting quality checks and actively engaging with customers on retention strategies
  • Implement programs for customer engagement and retention, promoting positive initiatives to drive increased customer satisfaction and loyalty
  • Lead site visits and collaborate with the team to implement required initiatives to drive excellence in presentation, performance, and safety standards
  • Conduct regular reviews in accordance with regulatory requirements
  • Maintain a visible presence onsite and provide customers with an energetic, efficient, and memorable experience when responding to requests, and resolving problems and concerns as they arise
  • Accurately log, triage, and respond to customer interactions, feedback, and requests to support customer satisfaction and ensure assignment to the appropriate person where escalation is required
  • Ensure accuracy of data across all systems to deliver customer insights and support data-driven decision making
  • Support the team with general administrative tasks and keep the office running smoothly as required
  • Actively contribute to project working groups across the business that deliver tangible outcomes for the division
  • Work collaboratively with team members and internal stakeholders to ensure system/data integrity, efficient information flow, and to drive portfolio-wide excellence and efficiencies through consistency of approach, reporting, and transfer of experiences and learnings
  • Champion the consistent application of key values, leading by example and promoting a high-performing and collaborative environment

Ability to work flexible hours, weekends, public holidays, and across multiple sites as required

Assist with any projects or undertake additional duties as required

Requirements
  • 3+ years of experience in customer-facing and administrative roles
  • Demonstrated stakeholder engagement abilities
  • Proven ability to deal with customer complaints and solve problems with positive results
  • High level of IT proficiency, with CRM experience desirable
  • Real Estate Agent or Assistant Agent License (required)
  • First Aid Certificate (desirable)
  • Responsible Service of Alcohol Certificate (desirable)
  • A willingness to always go above and beyond and provide an exceptional experience to our customers
  • A customer-centric focus with the ability to develop and maintain exceptional relationships, and liaise with people at all levels
  • Exceptional organisational skills with the ability to prioritise work effectively, ensuring deadlines are achieved on time
  • Ability to adapt to change, deal with ambiguity and complexity
  • Proactive and self-motivated mindset, with the ability to solve issues as they arise and to improve system and process efficiencies and effectiveness
  • A commitment to quality, professionalism, confidentiality, and attention to detail
  • Exceptional communication (written & verbal) and interpersonal skills

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