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Customer Experience Champion

1 month ago

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

At Employsure, we pride ourselves on being a global leader in HR and Workplace Health & Safety support for small to medium-sized enterprises. With over 40 years of experience and excellence, we proudly serve more than 135,000 clients worldwide.

We're driven by our commitment to helping businesses thrive, which sets us apart as industry leaders. Our dedicated team of over 4,000 employees is passionate about empowering companies to succeed.

A Day in the Life

As a Client Experience Specialist, you'll play a vital role in ensuring our clients experience the full value of our services. You'll become a trusted advisor, building strong relationships and driving high levels of client engagement.

You'll be responsible for:

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  • 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 further improving our client satisfaction">
  • Working closely with the CX Manager in the handling of technical complaints and regulatory matters">
What We're Looking For

We're seeking an exceptional candidate who can work to client-driven Service Level Agreements. Key qualifications include:

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  • Proven experience in end-to-end complaint handling and investigation">
  • Exceptional communication skills, both written and verbal">
  • A 'can-do' attitude who focuses on the positives of interactions">
  • Experience using the full Microsoft product suite, with Salesforce experience ideal but not essential">
  • The ability to work autonomously and collaboratively within a team environment">
Our Values

We live by our core values: 'We Care,' 'We Take Action,' 'We Innovate,' 'We Inform,' and 'We Do the Right Thing.' These values shape our work environment, benefits, and overall company culture.

What We Offer

We're committed to nurturing a diverse and vibrant workplace. As a valued member of our team, you'll enjoy a range of benefits, including:

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  • Peninsula Super Service - Super Service awards recognizing outstanding contributions, with a $1,000 bonus and a day off">
  • Peninsula Profit Share - Annual bonus based on company performance">
  • Enhanced Leave - Up to 25 days in the first year, increasing to a maximum of 31 days at five years">
  • Education Assistance Program - Supporting your continued development and growth">
  • Career Growth Opportunities - Clearly defined career paths and opportunities for advancement">
  • Parental Leave - Support for primary and secondary carers">
  • Personal Protection - Employer-funded death, TPD, and income protection insurance">
  • Peninsula Workplace Giving - Encouraging community involvement and charitable partnerships">
  • Global Peninsula MVP - Quarterly and annual awards recognizing outstanding achievements">

We're proud to offer a comprehensive compensation package, estimated to be around $60,000-$80,000 per annum, depending on location and experience.