Senior Customer Experience Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerSupport Full time $55,000 - $74,000
Job Title: Senior Customer Service Officer

We are seeking a skilled and experienced professional to join our team as a Senior Customer Service Officer. As a key point of contact for escalated Tier 1 queries, you will deliver a proactive and personalised customer experience, ensuring customers receive advice and solutions that optimise business outcomes.

About the Role:
  • You will act as a key point of contact for escalated Tier 1 queries, resolving issues or escalating to Tier 2 support as needed.
  • You will contribute to the knowledge base, ensuring documentation is accurate, up-to-date and easily accessible for the team.
  • You will identify and suggest practical, efficient solutions, assessing current processes and systems to improve service delivery.
  • You will establish and maintain strong relationships across departments such as Recruitment, People Operations, Finance and Travel Services.
  • You will contribute to the development and training of staff, providing coaching and guidance to support team capability.
Requirements:
  • A Degree with subsequent relevant experience; or extensive experience and specialist knowledge, or broad knowledge in technical or administrative fields;
  • or an equivalent combination of relevant experience and/or education/training.
  • You should have experience in a customer service or support role, with a proven ability to handle a range of enquiries varying in complexity effectively through various communication channels.
  • You should have knowledge of escalation processes, including identifying and resolving Tier 1 issues of higher complexity.

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