Lead Customer Experience Specialist

7 days ago

Melbourne, Victoria, Australia beBeeInstrument Full time $90,000 - $110,000
Job Overview

The Senior Instrument Support Specialist plays a crucial role in delivering exceptional service and support to customers. This position requires strong communication skills, problem-solving abilities, and a customer-focused demeanor.

Key Responsibilities:
  • Act as the primary interface between the customer and the Service team
  • Answer customer enquiries via telephone & Salesforce
  • Dispatch Service Orders to engineers, scheduling and confirming bookings
  • Liaise between customer and engineer keeping both informed of any changes to job bookings
  • Ensure service levels for customers are achieved, proactively calling out when there is a risk of non-compliance
  • Daily invoicing to ensure job closure and revenue raising
  • Investigating and completing credits for disputed invoices
  • Completes general administrative tasks to support the service team
  • General equipment packing responsibilities from time to time
Requirements:
  • 2+ years of Customer Service or Call Centre experience preferred
  • Bachelor's degree, science, engineering, technical field or business management preferred
  • Proficiency with Microsoft products, CRM (ideally SFDC) and ERPs
  • Ability to work within a team environment with minimal supervision
  • Demonstrate judgment, tact and subtlety in dealing with internal and external customers
  • Need to have the ability to prioritize and solve problems and to multi-task under time pressure
Benefits:

This role offers an opportunity to work with a dynamic team and contribute to delivering exceptional service and support to customers.

Skills and Abilities:
  • Customer Focused – Builds strong customer relationships and delivers customer centric solutions
  • Communicates effectively – Develops and delivers multi-mode communication that conveys a clear understanding to the desired audience
  • Situational adaptability – Adapting approach and demeanour in real time to match the shifting demands of different situations
  • Action Orientated – Taking on new opportunities and touch challenges with priority, high energy and enthusiasm
  • Resourcefulness – Securing and deploying resources effectively and efficiently
  • Balances partners – Anticipates and balancing the needs of multiple partners
  • Collaborates – Establishing relationships and rapport to meet shared objectives

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