Customer Experience Specialist

2 weeks ago

Perth, Western Australia beBeeCustomerService Full time $70,000 - $95,000
Job Opportunity

We are seeking a highly skilled Customer Service Coordinator to join our team.

About the Role

This is a full-time position that requires strong interpersonal and communication skills, with a passion for delivering excellent customer service. The successful candidate will be responsible for investigating and resolving customer complaints, developing relationships with key business areas, and providing feedback and analysis to drive customer experience initiatives.

Key Responsibilities
  • Complaint Management: Investigate and resolve customer complaints in accordance with our Complaints Handling Process.
  • Internal Relations: Develop and maintain a broad understanding of key business areas to provide advice and support for customer initiatives.
  • Continuous Improvement: Provide feedback and analysis to drive customer experience initiatives in accordance with business objectives and strategies.
  • CRM Enablement: Involved in the ongoing implementation and management of our CRM for complaints management.
  • Performance Reporting: Prepare month-end reporting on complaints and customer service initiatives.
  • Safety Case: Knowledge of Safety Case requirements, compliance with directly referenced policies, strategies, plans, procedures and instructions.
Requirements
  • Excellent interpersonal and communication skills (oral and written), including the ability to build relationships and liaise with stakeholders at all levels and from diverse backgrounds.
  • Passionate about customer service and proven results-driven customer service delivery.
  • Strong analytical and problem-solving skills.
  • Intermediate computer skills including the ability to utilise a range of information systems (MS Office & Salesforce).
  • Highly organised with proven time management skills to effectively manage competing priorities and meet strict deadlines.
  • Experience using customer metrics and methodologies to help guide customer experience strategy and initiatives.
Desirable but not Essential
  • Experience in similar industry (Gas, Energy).
  • Familiar with customer relationship management to case manage enquiries and complaints.
  • Qualifications or experience in dispute resolution and a good sense of commercial awareness.

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