Customer Experience Coordinator

1 month ago

Sydney, New South Wales, Australia Employsure Full time
About Peninsula

As a leading provider of HR and Workplace Health & Safety (WHS) support for small and medium-sized enterprises (SMEs), Peninsula has been empowering businesses to succeed for over 40 years.

Our commitment to excellence is evident in our high-quality services, which have earned us a 4.9 rating on Trust Pilot. We take pride in delivering exceptional client experiences through our dedicated team of over 4,000 employees worldwide.

Job Description

We are seeking an experienced Client Experience Specialist to join our team as a Customer Experience Coordinator. As a vital member of our cross-functional team, you will play a key role in ensuring our clients experience the full value of our services.

  • You will work closely with internal stakeholders across the client journey to build strong relationships and drive high levels of client engagement.

Your day-to-day responsibilities will include:

  • Communicating effectively with customers to understand their concerns and provide satisfactory results through end-to-end complaint handling
  • Investigating complaints thoroughly to determine root cause
  • Implementing effective solutions to resolve issues and restore customer satisfaction
  • Collaborating with cross-functional internal teams to provide 360-degree client feedback and improve client satisfaction
Requirements

To be successful in this role, you will need:

  • The ability to work to client-driven Service Level Agreements
  • Proven experience in end-to-end complaint handling and investigation
  • Exceptional communication skills, both written and verbal
  • A 'can-do' attitude, focusing on the positives of interactions
  • Experience using the Microsoft product suite, with Salesforce experience being ideal but not essential
What We Offer

We are committed to providing a supportive and inclusive work environment that allows our employees to thrive. Our benefits package includes:

  • Peninsula Super Service awards, recognizing employees who go above and beyond, with a $1,000 bonus and a day off
  • Peninsula Profit Share, an annual bonus based on company performance
  • Enhanced Leave, offering up to 25 days in the first year, increasing to a maximum of 31 days after five years
  • Education Assistance Program, supporting ongoing employee development
  • Career Growth opportunities, with clearly defined career paths
  • Parental leave that supports employees and their families
  • Personal Protection, including employer-funded Death, TPD & Income Protection Insurance, and discounts on private health insurance
  • Peninsula Workplace Giving, encouraging employees to contribute to our global charitable partners
  • Global Peninsula MVP award, recognizing outstanding individual contributions, with up to $10,000 prize money
About You

If you're passionate about delivering exceptional client experiences and are looking for a rewarding career opportunity, we encourage you to apply now.

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