Customer Experience Specialist Lead

4 weeks ago

Sydney, New South Wales, Australia Employsure Full time
Unlock Your Potential in Client Delight

Elevate your career as a Customer Experience Specialist Lead at Employsure, where you'll play a pivotal role in ensuring our clients experience the full value of our services. As a trusted advisor, you'll build strong relationships and drive high levels of client engagement.

This is a cross-functional role where you will work with multiple internal stakeholders across the client journey. Your day-to-day responsibilities will include:

  • Effective communication 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 closely with the CX Manager in handling technical complaints and regulatory matters
  • Working with cross-functional internal teams to provide 360-degree client feedback and further improve client satisfaction

We're seeking a skilled professional with:

  • Ability to work to client-driven Service Level Agreements
  • Proven experience in end-to-end complaint handling and investigation
  • Exceptional communication skills, both written and verbal
  • A 'can-do' attitude that focuses on the positives of interactions
  • Experience using the Microsoft product suite, with Salesforce experience being ideal but not essential

You'll be part of a dynamic team that lives by our core values: 'We Care', 'We Take Action', 'We Innovate', 'We Inform', and 'We Do the Right Thing'. Our inclusive environment, competitive benefits, and opportunities for growth make us a great place to work.

We offer:

  • Peninsula Super Service Awards: A $1,000 bonus and an extra day off for going above and beyond
  • Peninsula Profit Share: An annual bonus based on company performance
  • Enhanced Leave: Up to 25 days in the first year, increasing to 31 days after five years
  • Education Assistance Program: Supporting your continued development and growth
  • Career Growth: Clearly defined paths to advance your career and shape your professional journey
  • Parental Leave: Support for primary and secondary carers
  • Personal Protection: Employer-funded insurance for death, total permanent disability, and income protection
  • Global Peninsula MVP: Quarterly awards with annual presentations, including up to $10,000 prizes

If you're ready to elevate your career and deliver exceptional results, join us in empowering businesses to succeed. We welcome applications from diverse backgrounds and are committed to equal opportunities.

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