Service Excellence Specialist

4 days ago

Melbourne, Victoria, Australia beBeeCustomerSupport Full time $105,000 - $155,000

About this role:

We are seeking a highly skilled Service Excellence Specialist to deliver exceptional support experience for our agency partners.

This role will focus on providing operational support, process improvement, and end-to-end resolution of agency issues.

Main Responsibilities:

  • Provide expert advice on service delivery, in line with ITSM practices, for our agency partners.
  • Maintain high levels of satisfaction among agencies by improving existing processes and creating a climate of service excellence.
  • Develop and improve customer-facing managed services processes.
  • Conduct regular operational meetings and provide agency-related communications for issues impacting transactions.
  • Collaborate with internal and external stakeholders to ensure end-to-end resolution of agency issues.

Requirements:

  • Extensive experience in Service Management principles and practices.
  • Strong stakeholder management experience.
  • Relevant tertiary qualifications in Information Technology, Business Management, or similar (desirable).

Key Accountabilities:

  • Ensure end-to-end resolution of agency support issues and provide excellent customer service.
  • Continuously improve delivery quality and standardization of agency support processes.
  • Work collaboratively with agency stakeholders and Service Vic teams to resolve agency-related problems.

About us:

We aim to improve everyone's experience of doing business and interacting with the Victorian government by connecting and digitising systems and platforms across state and local government, as well as streamlining corporate and procurement services.

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