CX Communications Specialist

2 days ago

Australia beBeeCustomer Full time $90,000 - $125,000

At Accent Group Limited we aim to provide exceptional customer experiences. To achieve this, we are seeking a skilled CX Communications Lead.

The successful candidate will be responsible for managing all communications including customer-facing help centers and proactive messaging. They will also participate in business-wide projects and collaborate with internal and external stakeholders.

Key Responsibilities:
  • Maintain, manage, and continuously optimize self-service touchpoints (IVR, Help Centers, flow-builder of widget, webforms etc).
  • Assist the CX Systems and Communication Manager to develop and implement a self-service strategy for Customer Experience designed to further company objectives.
  • Build and generate weekly reporting to include notable trends, actionable insights, and action points.
  • Maintain and manage and optimize help centre creative resources library and cosmetic assets, which include design templates, brand elements and brand section of the Help Centre.
  • Serve as the main point of contact for Customer Communications for Customer Experience.
  • Assist the CX Systems and Communication Manager to develop and implement a communications strategy for Customer Experience designed to further company objectives.
Requirements:
  • Experience using Zendesk Agent Workspace is desirable.
  • Technically savvy across several systems/apps or an ability to pick up and understand systems quickly.
  • Experience using Microsoft O365.
  • 2+ years demonstrated experience in a fast-paced CX environment.
  • Experience in delivering blended learning solutions across multiple mediums.
  • Strong Communication skills with direct team members and other teams within the business.
  • Affiliation with Accent Group Core values and “Make It Happen” attitude.

At Accent Group Limited we strive to create an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability.

We are committed to creating an equal employment environment where everyone from any background can be themselves.

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