Customer Service Excellence Specialist

15 hours ago

Melbourne, Victoria, Australia beBeeQuality Full time $50,000 - $80,000
Customer Service Excellence Specialist">

As a Customer Service Excellence Specialist, you will be responsible for ensuring that customer interactions are of the highest quality and meet our service excellence standards.

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The role involves monitoring and evaluating customer interactions to identify areas for improvement and implementing strategies to enhance customer satisfaction.

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  • Monitor and Evaluate Interactions: Review calls, chats, and emails to assess agent performance against established quality standards.
  • Conduct Quality Assessments: Utilize evaluation tools to score interactions and identify trends in customer feedback.
  • Provide Feedback and Coaching Support: Deliver clear, constructive feedback to agents and collaborate with team leaders to support coaching and performance improvement initiatives.
  • Analyze Data and Report Insights: Generate reports and dashboards to highlight performance trends, recurring issues, and opportunities for training or process improvement.
  • Ensure Compliance: Monitor adherence to internal policies and procedures, and escalate non-compliance issues as necessary.
  • Support Continuous Improvement: Recommend enhancements to scripts, workflows, and customer handling procedures based on quality insights.
  • Maintain Accurate Documentation: Record evaluation results, feedback, and quality scores in a timely and organized manner.
">Required Skills and Qualifications">
  • Proven experience in a contact center or customer service environment.
  • Strong understanding of quality assurance principles and evaluation methodologies.
  • Familiarity with QA tools and reporting platforms.
  • Excellent analytical and problem-solving skills.
  • Strong communication skills with the ability to provide clear, constructive feedback.
  • High attention to detail and sound judgment.
  • Ability to manage multiple priorities and meet deadlines.
  • Knowledge of compliance standards and customer service best practices.
">Benefits">
  • You will be part of a diverse collective of professionals, with exposure to scale of transformation and opportunities for growth.
  • We support a positive work-life balance and embed hybrid working as part of day-to-day reality.
  • Career growth through numerous learning opportunities and certifications.
  • A Total Reward package with core and flexible benefits and a Peer Recognition Portal.
">What You'll Love About Working Here">
  • Exposure to scale of transformation and opportunities for growth.
  • Positive work-life balance with hybrid working.
  • Learning opportunities and career growth.
  • Competitive Total Reward package.

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