Customer Experience Specialist

BOC Limited Australia

**Customer Experience Specialist**

North Ryde (NSW), Australia | req23155

As a Customer Experience Specialist, you are dedicated to transforming customer feedback into actionable insights and ensuring customer retention through effective management of the repair loop process. Your proactive approach and resourcefulness will drive initiatives that address customer pain points and enhance overall customer satisfaction.

**What you will enjoy doing**
- You will be responsible for Repair Loop Management: Own and manage the repair loop process, handle customer feedback and complaints, and ensure timely resolution and consistent handling across all channels
- You shall conduct customer Insights Analysis: Analyze customer feedback to identify trends and insights, validate anecdotal feedback, and share meaningful reports and dashboards with the business
- Utilize reports and dashboards to drive action from customer insights, linking every pain point to an initiative or project that addresses the root cause
- Plan and implement Insight-Driven Action: Define and track projects based on customer insights, collaborate with leadership and training teams to address pain points, and advocate for customer-centric solutions
- You will engage with various teams including CSC frontline employees, Enablement team, Leadership team, Zones, Central teams/COEs, and IS team to ensure a cohesive approach to customer experience
- Provide insights to Leadership and Training & Quality teams to close knowledge and process gaps, offering recommendations to enhance the customer experience

**What makes you great**
- Proficiency in data analysis, outstanding communication and presentation skills, ability to influence and manage challenging situations, advanced MS Excel and PowerPoint skills, and experience with CRM platforms and project management
- Previous experience in a customer-focused role within a relevant services-based organization
- Knowledge of BOC organization, products, systems, offers, policies, and Order to Cash processes is beneficial
- Proven track record in analytical roles, sourcing and manipulating data for robust analysis and problem-solving
- Experience with CRM platforms such as Amazon and Salesforce

**Why you will love working with us**

At Linde we identify ourselves with our products - either working for the technical or medical gases business. Being a company with a long tradition in the gases business, we not only care about our customers and high-quality products, but most importantly about our employees. While working with us, expect a safe workplace, high safety standards and a true commitment from our managers to safety.

**What we offer you**

At Linde, the sky is not the limit. If you’re looking to build a career where your work reaches beyond your job description and betters the people with whom you work, the communities we serve, and the world in which we all live, at Linde, your opportunities are limitless. Be Linde. Be Limitless.

Our people have the opportunity to thrive and excel. We provide a wide range of training programmes to enhance career development, with a potential for overseas opportunities. We also have a variety of employee appreciation programmes to recognize solo and collaborative team efforts.

At BOC we understand and respect a work/life balance, and that's why we have introduced initiatives such as generous parental leave, flexible working arrangements and attractive superannuation benefits. We are also firmly enthusiastic and involved when it comes to the community as well as our partner charities with organisations such as Road Safety Education and Redkite.

**Have we inspired you? Lets talk about it**

So, what are you waiting for? The opportunity is yours. Are you ready to take the lead?

**In order to apply, you must have full work rights in Australia.**

BOC Limited Australia acts responsibly towards its shareholders, business partners, employees, society and the environment in every one of its business areas, regions and locations across the globe. The company is committed to technologies and products that unite the goals of customer value and sustainable development.