Customer Experience Champion

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $110,000

Job Description

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Champion. In this role, you will be responsible for providing exceptional customer service to our members, resolving their enquiries in a timely and professional manner.

Your Focus:

  • Be customer obsessed
  • Resolve member enquiries within agreed Service Level Agreements (SLAs) and meet daily response goals
  • Maintain a quality score in your responses by addressing member concerns and skillfully communicating accurate information with professionalism, empathy, and personalization
  • Accurately communicate progress updates for pending enquiries to members
  • Assist in the identification and escalation of issues to the Team Leader
  • Identify and report on key insights from member feedback and data
  • Collaborate within the team to support continuous improvement and efficiency in processes, always with the aim of reducing member friction and effort
  • Where possible, aim to resolve enquiries within the first response
  • Meet Key Performance Indicators (KPIs) and goals set by the Member Services Manager which tie to the Business Strategy

Required Skills and Qualifications:

To succeed in this role, you will need:

  • Excellent communication skills (focus on written communications)
  • A friendly and professional manner
  • The ability to work in a team as well as autonomously
  • Capable of working under pressure in an exciting and supportive team environment
  • Problem-solving skills
  • Attention to detail
  • The ability to recall information
  • The ability to multi-task and work across different systems
  • Experience working in customer support

Benefits:

We offer a range of benefits to support your career development and well-being, including:

  • Flexible working arrangements
  • Friday hours (finish at 3 pm on Fridays)
  • Double cashback
  • Free access to Headspace
  • Discounted fitness classes and wellness offering with Class Pass
  • Birthday leave
  • 16 weeks paid parental leave
  • Ability to work up to 90 days a year from anywhere in the world

About Us:

We are a dynamic and growing company that values teamwork, innovation, and customer satisfaction. If you are passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please apply today

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